Manager, Support Training

< 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!

At ClickUp, we love to learn! Our Support Training Manager is in the exciting position to help us all successfully embody our core vale to Grow 1% every day so we continue to provide the BEST customer support experience our users have ever had!

You yourself should be an enthusiastic life long learner with a passion for helping others reach new levels of understanding and performance ability. An enthusiasm for efficiency and desire for measurable results will help drive your success.

We believe in working smarter and harder, and to succeed our Support Training Manager must be passionate about learning theories and using available technology to effectively empower every team to excellence. We want to harness the curiosity of our team to promote best practices with individual productivity and deepening product knowledge.

You will own strategy, design, and coordination of training efforts within the Support department. Your primary responsibility will be to work with Support Managers to develop and maintain a robust training program for our fast growing, worldwide team. A program that can keep up with our ever evolving product and weekly feature release cycles!

Strong relationships will be essential to collaboratively and promptly determine systemic capability gaps and identify areas for improvement with the training program.

This role will contribute to defining baseline expectations and accountability for learning and performance throughout the employee journey. You will work closely with our Onboarding and Quality Excellence teams to ensure a seamless and connected learning lifecycle for all Support team members. You will also partner with our Support Knowledge Manager to oversee the means and methods used to empower independent learning and skills building.

• - Developing and implementing learning strategies and programs that are aligned with Customer Support department objectives.
• - Work closely with onboarding team to align training sequencing for new hires with continued training in the Support department.
• - Manage assignments and delegations systems for keeping training materials up to date.
• - Data driven approach to assessing effectiveness of training materials, using the data to innovate and adapt new methods of instruction using all available resources.
• - Organize and lead training efforts within the Support department.
• - Develop and refine a training program that is effective and easy to update to keep pace with our weekly product development cycles.
• - Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance.
• - Track and report on training program performance – including team member feedback, performance results collective progress reports, etc.

• - 5+ years of experience with SaaS, 3+ in a customer support training leadership role.
• - Experience managing trainers, training coordinators, and instructional designers.
• - Ability to clearly and effectively communicate with stakeholders at all levels of the organization.
• - Experience with multiple training theories and approaches including virtual learning.
• - Obsession with teaching principles and skills to create exceptional customer experiences.
• - Comfortable developing, learning and delivering different course content with limited support needed.
• - Work effectively in a fast-paced, dynamic environment, organize and lead several projects at once, and can quickly switch between tasks.
• - Strong collaboration skills and the ability to gather and synthesize information across a number of different people and platforms.
• - High attention to detail.
• - Excellent organization skills.

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