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Manager, Support Services

ClickUp

ClickUp

Administration, Customer Service
Philippines
Posted on Wednesday, May 8, 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, our #1 core value is to provide the best customer experience, period. The Support Services team is responsible for providing an exceptional customer experience through our sold services that enable users to efficiently scale within the platform.
As a Support Services Manager, you will manage a revenue generating team responsible for enabling the team to drive high service utilization, client satisfaction, renewals, and NDR. Having a critical mind for process and data analysis will be essential to drive these outcomes.

The Role

  • Lead a team Support Services Specialists who correspond with our clients via email and Zoom.
  • 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 client escalations as needed.
  • 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 including sales, success, and other business partners within the organization.
  • Participate in the hiring and onboarding process to continue growing our support services team.
  • Serve as a thought leader, client advocate and partner to the team and to our clients.
  • 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 client builds.
  • Fluency in relationship management and maintains the ability to deep dive into client solutions with the team when escalated.
  • Act as an SME for our services on sales calls in order to assist in closing prospects.

Key Responsibilities

  • Responsible for team performance and client retention.
  • Own building and optimizing processes for driving internal efficiencies, issue resolution, client satisfaction, client retention, and positive NDR.
  • Ensure the success of each Support Services Specialist.
  • Conduct bi-weekly 1:1s with each team member to level them up within their role and discuss role-specific topics such as effective and efficient relationship management, navigating difficult conversations with clients, tools navigation, troubleshooting, and client builds.
  • 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 Support Services team.
Critical Metrics
  • Support Services SLA
  • Productivity - SPH, Service Utilization, Calls Per Hour
  • Internal Quality - Business Critical, Customer Critical, Compliance Critical, and Non-Critical
  • CSAT
  • Team Adherence
  • Renewals
  • NDR


#LI-Remote

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.