Account Support Specialists serve as subject matter experts on ClickUp's in-app account experience to provide customers with the best customer experience, period.

Account inquiries are complimentary to the core product experience and typically sensitive in nature. Helping customers navigate sensitive inquiries is critical to delivering positive experiences throughout their customer journeys while protecting the business from legal penalties.

The Account team works directly with customers to help navigate any questions or actions related to their accounts. This includes but is not limited to:

• Payments & Refunds
• Plan upgrades & Cancellations
• Promotions & Discounts
• 2FA & Lockouts
• Troubleshooting when errors arise

With being included in this specialization, team members have a heightened ability to effect change, advocate for improving our customer experience, and develop skills that will be useful for successful careers in Support.

Required Qualifications

• Critical and analytical thinking: Ability to evaluate, identify the concern, and take action for further escalation when required
• Attention to detail: Ability to probe for and analyze data to identify the best course of action; has great documentation skills
• Technical skills: Ability to troubleshoot, replicate customer issues, and follow up on customer issues

Responsibilities

• Corresponding with our clients via email
• Own the customer experience - you will take the lead to help customers figure out what they need and guide them through to resolution with the least effort possible
• Articulate insights from our customers to our product, development, and marketing teams to help continue shaping ClickUp into an industry leader
• Collaborate with colleagues at all levels throughout the entire organization to find the answer you need
• Contribute to the improvement of team processes and client-facing support documentation
• Drive product change and improvement through continuous feedback and exposure to projects that help make ClickUp the leading productivity platform
• Assisting customers with self-service billing & account processes
• Navigating CRM payment logs for payment history, inconsistencies, or errors
• Collaborating with customers, third-party institutions, and other team members to resolve billing inquiries
• Finding financial solutions for customers who may need payment assistance, within our procedures and Terms of Service

Account Support Specialist's success will be measured by KPIs that directly impact the health of our customer experience, including:

• Efficiency targets
• Internal Quality Score (IQS)
• Customer Satisfaction (CSAT)
• Attendance

Desirable

• Be comfortable building relationships with a diverse and global customer base across various communication channels
• Able to work independently and prioritize individual workload whilst recognizing when to collaborate and engage with others when needed.
• A natural empath, yet confident to take charge and control the customer journey and resolve issues effectively and efficiently
• Be a confident communicator, passionate about elevating our customer experience
• A curious and analytical learner that can deep dive into new or existing tools to learn them inside out
• Strong familiarity with CRM processes and functionality
• You enjoy working in a fun, diverse, and friendly culture that focuses on relationships and knows how to celebrate success!

Schedules

We want to provide the best customer experience, period! We provide our team with flexibility and options to select their preferred shifts; however, shifts are assigned based on company needs.