Director, Technical Support
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Job Description
Director of Technical Support at ClickUp, leading AI-driven customer support initiatives and global teams for enhanced user experience. Demonstrating deep technical expertise and strategic leadership in SaaS environment.
Responsibilities:
- 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 diagnose and resolve the most complex product issues with precision.
- 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-driven insights.
- Drive a forward-looking strategy that leverages AI to scale technical support quality and efficiency without sacrificing the human touch.
- Design and optimize escalation paths, on-call processes, and incident management workflows.
Requirements:
- 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.
- Excellent communication skills with the ability to influence senior stakeholders across GTM and EPD.
- 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.
Benefits:
- Equity
- 401k
- Health, Dental, and Vision insurance
- Spending accounts
- Life & Disability
- Paid parental leave
- Flexible paid time off
- Enhanced employee assistance program
- Employee wellness stipend
- Professional development stipend
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