ClickUp
Director, Technical Support
United States · Director
No sponsorshipDetected 41 days ago
Machine LearningIncident ResponseRecruitingCustomer SupportLeadershipCommunicationCollaborationProblem Solving
About the role
- This is a hands-on leadership role for someone who thrives at the intersection of deep technical problem-solving, cross-functional partnership with Product and Engineering, and operational excellence powered by AI.
Responsibilities
- Total Ownership of Technical Support:
- Own end-to-end strategy, execution, and outcomes for ClickUp's technical support experience.
- 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.
- 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.
- Lead, mentor, and scale a high-performing global team of technical support managers and representatives.
Requirements
- Excellent communication skills with the ability to influence senior stakeholders across GTM and EPD.
- If you have questions or need an accommodation in the recruitment process, please contact us at AskPeople@ClickUp.com.
- 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 and automation to scale operations and improve quality.
- Strong technical acumen: able to engage credibly on product architecture, integrations, APIs, and complex troubleshooting.
- Data-driven leader who uses metrics to inform strategy, prioritize investments, and hold teams accountable.
- Strategic thinker who can zoom out to set direction and zoom in to solve problems when needed.
- Passion for building exceptional customer experiences and developing talent.
- 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!
- At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person's journey to build their boldest career.
Benefits
- Establish and drive KPIs that measure resolution quality, speed, customer satisfaction, and team health.
Company info
- 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.
- 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. 🚀
- Build joint processes for feature launches, known issue management, and proactive communication to customers.
Equal opportunity
- Employer
- 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.
- Visa Sponsorship
- 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.
Visa & Work Authorization
- 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.
Apply directly at ClickUp →Create a free account for alerts like thisView ClickUp immigration profile
This listing is sourced directly from ClickUp's careers page and normalized into a canonical job model.