We raised $100M in our Series B to accelerate ClickUp's mission of making the world more productive. Read why

Manager, Support Knowledge

San Diego
< See all openings This is a once-in-a-lifetime opportunity to join a hyper-growth startup focused on saving people time and making the world more productive!

As our very first Support Knowledge Manager, you’ll be responsible for overseeing all things content, internally and externally. You’ll oversee a team of Content Writers who manage our public facing documentation as well as the internal resources that drive success among our Customer Support Team. 

Your efforts will be instrumental to creating the BEST customer support experience our users have ever had. In this role, you will strategize with our Support, Product, and Marketing teams to optimize customer self-help resources, focusing on minimizing routine or avoidable client questions in order to maximize opportunities for quality Support-client interactions.

To be successful in this role, you will collaborate cross-functionally to create a seamless user experience while empowering our team with effective knowledge resources to do their job effectively. You're operationally minded and leverage data to make informed decisions that positively impact the customer journey.

We are a team of passionate professionals who LOVE the work we do. We're not going to be shy about the fact that this position will require a high level of dedication and commitment to move things to the next level.

We believe working smarter and harder is what's made our company what it is today, and the right candidate must be relentless in their pursuit of a seamless.
The Role:
  • - Support and execute strategic initiatives to deliver on ClickUp's vision.
  • - Focus on smart content distribution, pairing clients with the resources they need at the moment they need it, to reduce inbound ticket volume.
  • - Transform our existing help docs into a robust content library with consideration for our growing international clientele.
  • - Develop close cross-departmental relationships to leverage all available knowledge and resources, and maximize use of our knowledge base and help every team realize the time-saving value of ClickUp.
  • - Maintain effective feedback channels for client and team input.
  • - Oversee collective resources, internal and public facing.
  • - Direct the alignment of resources with localization efforts, strategizing for how to best support new audiences.
  • - Establish and monitor qualitative and quantitative metrics for resource effectiveness.
  • - Proactively identify knowledge gaps and roadblocks that clients face, developing materials and improved introduction approaches.
  • - Bring enthusiasm for information architecture and desire to design our content organization so any user can efficiently navigate and find the product information they need.
Qualifications:
  • - 3+ years of experience leading and managing a Knowledge Management Systems initiative and program in high growth SaaS environments.
  • - Demonstrated expertise in content governance and management and system workflows.
  • - Experience applying Knowledge Centered Service (KCS) principles and driving internal changes embedding content into support processes.
  • - Proven success building stakeholder relationships and managing cross-functional expectations.
  • - Strong analytical mindset and ability to synthesize and drive actions with data.
  • - Deep familiarity with productivity tools and the competitive landscape.
  • - Skilled at multitasking, managing competing priorities while making sound business decisions based on goals and objectives.
Apply Now
  • You don’t like agressive sales tactics
  • You want to make a big impact
  • You consider yourself GREAT
  • You value working hard AND working smart
  • You enjoy solving inefficiencies and are self-motivated
  • You enjoy a fast paced, high growth environment
  • You love working with people and seeing smiles on faces
  • You love ClickUp

About You

If you love what you do and wake up excited, you'll fit right in!

Benefits

Just some of what we provide.
  • Opportunity to earn equity in fast growing company
  • New MacBook Pro
  • Health insurance (100% of premium paid)
  • Dental insurance (100% of premium paid)
  • Opportunity for cash bonuses
  • Commuter benefits
  • Team lunches each week
  • Unlimited snacks & drinks in office
  • Continued learning (Access to tons of paid courses)
  • Unlimited kombucha and cold brew on tap
  • 401k with 100% employer match up to 2% of annual salary
process

Our six step process.

01.
🔍 Review
Applicants are reviewed to ensure a good fit.
02.
👋 Initial Interview
We want to get to know you better!
03.
📥 Mini Project
A project for the team you’re applying for is distributed.
04.
🤓 Final Interview
This interview is conducted with team leads.
05.
💰 Offer
A carefully tailored offer is sent to the candidate.
06.
🚀 Career Launch
Blast off into the future of productivity and unlimited possibility!
core values

Core values.

01
Not only the best customer service in the industry, we provide the best customer service experience our clients have ever had.
Empower ourselves to fix problems and say YES.
02
Normal sucks.
03
Progress towards perfection.
04
Work smarter AND harder.
05
Grow 1% every day.
06
Be direct.
07
Remember shit, create a system.
08
Random acts of kindness.
09
Urgent and optimistic.
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Life at ClickUp

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