Customer Support Manager

San Diego
< See all openings At ClickUp, our #1 core value is providing our customers with the best customer service experience - not just in our industry, but the best customer service experience they've EVER had. We do this by constantly over-delivering on user expectations and driving user success in a continuously evolving platform.

Our product is incredibly unique in the sense that it’s highly customizable - this means it can be used for simple and complex use cases. We're also growing quickly, and it will be your job to ensure the team is fully up to date on product knowledge and prepared to handle any situation.

You’ll be leading part of a rapidly growing global support team by representing our values, maintaining schedules, providing coaching through 1-1 meetings, assisting in hiring, and leading by example. You’ll be working alongside others who show an extreme passion for putting customers first and our mission of saving people time. We preach self-sufficiency, resourcefulness, and accountability, and require this to grow even stronger as we scale.

To be successful in this role, you need to be a team player, eager to get your hands dirty when needed, and work on the front lines with the team. You also LOVE to work as much as we do and are able to dedicate your life to this while it gets off the ground.

We believe working smarter and harder is what made our company what it is today, and the right candidate will be relentlessly improving our systems, processes, saved responses, and information dissemination.
The Role:
  • - Lead a team of 15-20 Customer Support Champions who correspond with our clients via email and live chat.
  • - Consistently coach and provide actionable feedback to promote career development while maintaining support standards.
  • - Ensure individual and team goals are met, including inbound support metrics, CSAT, and NPS.
  • - Assist with navigating resolutions to challenging incidents and customer escalations.
  • - Participate in the hiring and onboarding process to continue growing our support team.
  • - Serve as a thought leader, customer advocate and partner to your team and customers.
  • - Cultivate a culture of engagement, ongoing learning, and high performance.
  • - Collaborate with the Support Operations Team to optimize systems, processes, saved responses, and information dissemination to better support the platform.
Qualifications:
  • - 2+ years experience leading customer support teams in SaaS.
  • - 5+ years of customer support or account management.
  • - Experience hiring and training entry-level employees.
  • - Successful track record hitting and maintaining ambitious KPIs.
  • - Helpdesk software experience, preferably Front, Intercom, Zendesk, or Salesforce.
  • - Experience with project management software and other productivity tools to understand the pain points of our customers.
Apply Now
  • You consider yourself DIFFERENT and EXCEPTIONAL
  • You love details
  • Growing is important to you
  • You love working to bring your ideas to life
  • You love project management software
  • You want to work somewhere where you’ll make a massive impact
  • You consider yourself GREAT

About You

If you love what you do and wake up excited, you'll fit right in!

Benefits

Just some of what we provide.
  • Opportunity to earn equity in fast growing company
  • New MacBook Pro
  • Health insurance (100% of premium paid)
  • Dental insurance (100% of premium paid)
  • Opportunity for cash bonuses
  • Commuter benefits
  • Team lunches each week
  • Unlimited snacks & drinks in office
  • Continued learning (Access to tons of paid courses)
  • Unlimited kombucha and cold brew on tap
  • 401k with 100% employer match up to 2% of annual salary
process

Our six step process.

01.
🔍 Review
Applicants are reviewed to ensure a good fit.
02.
👋 Initial Interview
We want to get to know you better!
03.
📥 Mini Project
A project for the team you’re applying for is distributed.
04.
🤓 Final Interview
This interview is conducted with team leads.
05.
💰 Offer
A carefully tailored offer is sent to the candidate.
06.
🚀 Career Launch
Blast off into the future of productivity and unlimited possibility!
core values

Core values.

01
Not only the best customer service in the industry, we provide the best customer service experience our clients have ever had.
Empower ourselves to fix problems and say YES.
02
Normal sucks.
03
Progress towards perfection.
04
Work smarter AND harder.
05
Grow 1% every day.
06
Be direct.
07
Remember shit, create a system.
08
Random acts of kindness.
09
Urgent and optimistic.
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Life at ClickUp

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