Opportunities at Craft portfolio companies


Digital Adoption Specialist



Posted on Thursday, February 22, 2024

ClickUp is the world’s only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform that includes project management, document collaboration, whiteboards, spreadsheets, and role-based AI tools. Our dedication to enhancing productivity has earned us recognition on prestigious lists including the Forbes Cloud 100, Fast Company's Most Innovative Companies, Inc. Power Partners and #1 on two of G2's Best Software Products Lists for 2023 - #1 Project Management Product and #1 Collaboration and Productivity Product. With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week. 🦄

Customer service is our #1 Core Value at ClickUp, and we want users of all sizes to experience the absolute best support interactions they've ever had. Our Digital Adoption Specialists strategically step in at crucial points of the user lifecycle to offer targeted support through Zoom and email, helping users grow within the platform.
As a Digital Adoption Specialist, you'll play a critical role in enabling user success through two mediums - scaled plays and recurring services. Both of which are strategies used to help users scale in the platform and create positive NDR for the business.
The Role:
  • Build a deep knowledge of the ClickUp product to provide targeted support to ClickUp users.
  • Work closely with users to understand their goals and blockers. Then translate that information into solutions that allow users to continue to scale in the platform.
  • Provide support to users through both group workshops, 1:1 sessions, and handling tickets.
  • Proficiency in providing both transactional user support and also client relationship management.
Key Responsibilities:
  • Navigates all available resources to ensure knowledge of feature requests, workarounds, and adherence to documented procedures.
  • Continuously looks through the lens of providing the best customer experience.
  • Contribute to the improvement of our scaled plays, team processes, and client-facing support documentation.
  • Maintains critical knowledge of ClickUp's Ideal Customer Profiles
  • Build a book of businesses in our micro managed services.
  • Ownership of tickets
  • Bachelor's degree in business, communications, or related field
  • 3+ years of experience in customer service and support, growth, or related field, preferably in a SaaS or technology industry
  • Past experience supporting clients directly on Zoom or other VC tooling
  • Strong analytical and problem-solving skills, with experience in data analysis and growth strategies
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and collaborate effectively with cross-functional teams
  • Ability to work in a fast-paced environment and manage multiple priorities
  • Experience with customer service and support tools, such as Zendesk, preferred.
  • Experience using ClickUp strongly preferred

ClickUp was founded on a culture of hard work, consistent growth, and a desire to break norms. We’re a values-driven company and hire based on ambition, merit, and a willingness to do what it takes to succeed. We don’t care where you’re from, what you look like, or who you’re in a relationship with—we hire the best people for the job, and create an environment that supports employees on their journey to do the most exciting work of their lives! ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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