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Customer Support Manager

ClickUp

ClickUp

Customer Service
Philippines
Posted on Thursday, April 11, 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 AI. 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. 🦄

At ClickUp, customer service isn't just a job title; it's at the heart of everything we do. Our #1 core value is to provide the best customer experience, period. If you are eager to learn, driven by helping those around you, and ready to make an impact at a fast-growth company, join our Support team.
Help customers unlock their potential and raise the standards when it comes to productivity. Come and join a team where you can focus on understanding our customer's goals, offering out-of-the-box solutions, and being surrounded by team members who are just as driven as you are!
The Role
  • Lead a team of 8 - 13 Customer Support Specialists who correspond with our clients via different customer support channels offered by ClickUp.
  • Responsible for team development, with a focus on competency and skill-building, as well as incorporating a business continuity plan that supports seamless knowledge transfer and drives high levels of employee performance and engagement.
  • Consistently coach and provide actionable feedback to team members to promote career development while maintaining support standards.
  • Ensure individual and team goals are met
  • Assist with navigating resolutions to challenging incidents, including cross-functional, regional, and customer escalations as needed.
  • Act as an ambassador for Customer Support within the regional groups and offices and drive regional performance, process optimization, and technical/operational direction to team members.
  • Collaborate with the Support Operations Team to optimize systems and processes and information dissemination to better support the platform, as well as cultivate strong relations with cross-functional departments and other business partners within the organization.
  • Participate in the hiring and onboarding process to continue growing our support team.
  • Serve as a thought leader, customer advocate and partner to the team and to our customers.
  • Cultivate a culture of engagement, ongoing learning, and high performance.
  • Maintains a current knowledge of our product and has the ability to dive deep into technical tickets.
  • Fluency in technical terminology and a strong understanding for moderating appropriate troubleshooting steps for complex tickets.
Key Responsibilities

Responsible for team performance and retention.

  • Own building and optimizing processes for driving internal efficiencies, issue resolution, customer satisfaction, and SLA success.
  • Ensure the success of each Customer Support Specialist and the overall Customer Support leadership team.
  • Conduct weekly 1:1s with each team member to level them up within their role and discuss role-specific topics such as effective and efficient issue resolution, navigating difficult conversations with customers, tools navigation, troubleshooting, etc.
  • Attend weekly Performance Management meetings with the wider leadership team
  • Own the overall team performance, ensure low performers are being measured and actioned, and high performers are continuously being mentored for sustained high performance and development.
  • Participate in weekly functional Management Syncs to enable consistent calibration on processes, best practices, and change management that may affect people managers or the broader Customer Support team.
Critical Metrics
  • Productivity
  • Internal Quality
  • CSAT
  • Team Adherence
Sphere of Influence
  • Direct influence on initiatives and action items that drive individual and team performance
  • Mid-scale initiatives that directly affect fellow Customer Support Managers, their ability to drive key Support initiatives, and improve the efficiency of ICs.
Reporting line/s
  • Sr. Manager / Regional Director of Customer Support
Qualifications
  • 4+ years of management or leadership experience .
  • 2+ years of Customer Support management, preferably in a SaaS environment with Helpdesk software experience
  • Proven experience leading and managing a remote team
  • Solid understanding of core computer software and technology concepts. Familiarity with various customer support channels (phone, email, chat) and relevant software (CRM systems, ticketing platforms) is crucial.
  • Excellent written and verbal communication skills. The ability to clearly explain complex technical concepts in an easy-to-understand manner is essential.
  • A strong ability to identify, analyze, and troubleshoot customer issues. Experience with using data and analytics to identify trends and areas for improvement is a plus.
  • Strong ability to motivate, coach, and develop team members. Skilled in providing constructive feedback, fostering a positive and collaborative work environment, and addressing performance issues.
  • Demonstrated experience in creating and delivering training programs for customer support representatives. Ability to identify knowledge gaps, develop effective training materials, and coach team members to improve their skills and performance.
  • Experience with project management software and other productivity tools, to understand the pain points of our customers (ClickUp is a huge plus!)

#LI-REMOTE #LI-JAE

Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!

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.

ClickUp collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant, see our privacy policy for further details.

Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time. Sponsorship for engineering and product roles is not guaranteed, but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.