O pozici
At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀
About Us:
At ClickUp, we're on a mission to make the world more productive. Our platform simplifies work and collaboration for teams of all sizes. As we continue to scale, we're looking for a proven technical support leader to own and elevate the entire technical support experience, ensuring our customers receive expert, efficient resolution to their most complex challenges.
Co budeš dělat
- Total Ownership of Technical Support:
Own end-to-end strategy, execution, and outcomes for ClickUp's technical support experience.
Lead, mentor, and scale a high-performing global team of technical support managers and representatives.
Establish and drive KPIs that measure resolution quality, speed, customer satisfaction, and team health.
Set the bar for technical depth, ensuring the team can diag
- Product & Engineering Partnership:
Serve as the primary bridge between Support and Product/Engineering, ensuring customer pain points translate into product improvements.
Collaborate closely with Engineering on bug triage, escalation workflows, incident response, and root cause analysis.
Represent the voice of the customer in product and engineering forums, influencing roadmap priorities with data
- Strategy & AI-Native Scaling:
Drive a forward-looking strategy that leverages AI to scale technical support quality and efficiency without sacrificing the human touch where it matters most.
Build and iterate on AI-powered workflows for triage, diagnostics, knowledge surfacing, and resolution acceleration.
Foster an AI-native culture where the team actively experiments with and adopts AI tooling to
- Operational Excellence:
Design and optimize escalation paths, on-call processes, and incident management workflows.
Partner with Support Operations to ensure tooling, reporting, and workforce planning support the team's growth.
Champion a culture of continuous improvement, knowledge sharing, and technical excellence across the organization.
Koho hledáme
- 8+ years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies.
Proven track record of building and scaling high-performing global technical support teams.
Deep experience partnering with Product and Engineering organizations to drive customer outcomes and product quality.
AI-native mindset with demonstrated success using AI tools an
