Technical Support • Lead

Who you are

You have a proven track record in managing technical support teams, with experience in optimizing performance metrics and ensuring high customer satisfaction. Your leadership style is hands-on, and you thrive in environments where you can coach and develop your team members through regular one-on-one sessions. You understand the importance of implementing effective systems and processes to streamline operations and improve response times.

You possess a deep understanding of technical support operations and are skilled at diving into complex technical tickets that require escalation. Your ability to analyze and improve service level agreements (SLAs) is key to your success in this role. You are results-driven and have a passion for empowering your team to achieve their goals while maintaining high standards of service.

What you'll do

In this role, you will manage the daily operations of the Technical Support team, ensuring that all team members are aligned with the company's high standards. You will host guidance meetings to provide support and direction, optimizing the team's performance in handling tickets and bug reports. Your focus will be on improving response time averages and implementing SLAs where necessary to enhance customer satisfaction.

You will be responsible for creating and improving systems and processes that facilitate efficient ticket resolution and customer interactions. By fostering a culture of continuous improvement, you will help your team navigate challenges and achieve their objectives. Your leadership will be instrumental in driving the team's success and ensuring that ClickUp remains a leader in customer support excellence.

What we offer

At ClickUp, we offer a dynamic work environment where innovation and collaboration are at the forefront. You will have the opportunity to work with a talented team that is passionate about redefining the future of work. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our mission to empower teams and enhance productivity through cutting-edge technology.