Customer Service Manager

< See all openings At ClickUp, support matches the best-in-class nature of the entire brand. We set the gold standard in customer experience for all SaaS companies by constantly over-delivering on user expectations and supporting a continuously evolving platform. We preach self-sufficiency, resourcefulness, and accountability, and we require this to grow even stronger as we scale.

You’ll be leading a rapidly growing team that's doubling every quarter by coaching our values, maintaining schedules, guiding through 1-1 meetings, assisting in recruiting/hiring, and getting your hands dirty in the inbox. At ClickUp, you’ll be working alongside others who lead by example and show an extreme passion to get the job done.

Our product is pretty unique in the sense that it’s highly customizable - this means it can be used for simple use cases but also more complex use cases. It's also growing rapidly, and it will be your job to ensure the entire team is trained to handle any situation and is fully up to date on product knowledge.

You’ll also be working with the product manager in relaying customer feedback to improve the platform and our operations team to create the tools we need to be as efficient as possible in the inbox.

We believe working smarter and harder is what's made our company what it is today, and this candidate must be relentless in improving our systems, processes, saved responses, and information dissemination.

• - Managing the support team's daily operation.
• - Enforcing and improving our company's high standards.
• - Hosting guidance meetings with the support team.
• - Optimizing the team's performance.
• - Coaching each member of the team through regular 1-1 sessions.
• - Implementing a 24/7 support system with less than 1 hour response time averages.
• - Implementing phone support as a new channel.
• - Creating and improving systems, processes, saved responses, and information dissemination to better support the platform.
• - Driving cross-fuctional initiatives between sales, marketing, customer service, and product teams.

• - 2+ years of management or leadership experience
• - 2+ years of customer support or account management
• - 1+ year of customer support directly with enterprises
• - Experience hiring and training
• - Helpdesk software experience
• - Experience with project management software and other productivity tools, to understand the pain points of our customers
• - Be a team player, you enjoy getting your hands dirty when needed
• - Ability to work in our San Diego office throughout the week
• - You LOVE work as much as we do and are able to dedicate your life to this while it gets off the ground

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.

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