Customer Support Manager, Philippines

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 including project management, document collaboration, spreadsheets, chat, goals, and more. On a mission to make the world more productive, ClickUp is headquartered in San Diego and scaling remotely and internationally. As one of the fastest-growing SaaS companies in the world, ClickUp helps millions of users to be more productive and save at least one day every week. 🦄

• 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 processesand 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.

• Productivity
• Internal Quality
• CSAT
• Team Adherence

• 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.

• Regional Director of Customer Support

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.