Director, Technical Support

About the role

Join a company that is building the future of work by unifying tasks, documents, chat, and calendars with AI. This role involves taking complete ownership of the technical support function, ensuring customers receive expert assistance for complex issues. You will define and implement world-class technical support at scale, leading a team and leveraging AI to drive excellence. The position requires a hands-on leader who is comfortable balancing strategic vision with operational execution. You will own the end-to-end experience of the support organization from hiring to process optimization. This is an opportunity to shape the support culture and set the standard for how complex technical problems are solved. You will act as the primary liaison between customers, product, and engineering to ensure alignment. Success in this role will be defined by the quality of support delivered and the ability to scale that excellence globally.

Key facts

What you'll do

• Guide the overall strategy, execution, and results for ClickUp's technical support experience across all customer segments.
• Lead, mentor, and expand a high-performing global team of technical support managers and representatives with a focus on growth.
• Establish and monitor key performance indicators for resolution quality, speed, customer satisfaction, and team well-being to ensure balance.
• Set high standards for technical expertise, enabling the team to precisely diagnose and resolve complex product issues efficiently.
• Act as the main link between Support, Product, and Engineering, translating customer issues into actionable product enhancements and feedback.
• Work closely with Engineering on bug prioritization, escalation processes, incident response, and root cause analysis to prevent recurrence.
• Advocate for the customer in product and engineering discussions, using data to influence roadmap decisions and feature improvements.
• Create shared processes for new feature launches, managing known issues, and proactive customer communication to reduce confusion.
• Develop a forward-thinking strategy that uses AI to improve technical support quality and efficiency while maintaining a human touch.
• Build and refine AI-powered workflows for issue triage, diagnostics, knowledge retrieval, and faster resolutions to boost productivity.
• Cultivate an AI-focused culture where the team actively experiments with and adopts AI tools to enhance their impact and learning.
• Identify and implement process improvements to reduce resolution times and increase first-contact resolution rates across channels.
• Design and optimize escalation paths, on-call procedures, and incident management workflows to ensure reliability and clarity.
• Collaborate with Support Operations to ensure tools, reporting, and workforce planning support team growth and scalability.
• Promote a culture of continuous improvement, knowledge sharing, and technical excellence throughout the organization and teams.

Requirements

• 8 or more years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies with high complexity.
• Demonstrated success in building and scaling high-performing global technical support teams across multiple time zones.
• Extensive experience collaborating with Product and Engineering organizations to improve customer outcomes and product quality iteratively.
• An AI-native mindset with proven ability to use AI tools and automation to scale operations and enhance quality without losing accuracy.
• Strong technical understanding, capable of engaging in discussions about product architecture, integrations, APIs, and complex troubleshooting scenarios.
• A data-driven leader who uses metrics to inform strategy, prioritize investments, and hold teams accountable for performance.
• Excellent communication skills, able to influence senior stakeholders across Go-To-Market and Engineering/Product Development effectively.
• A strategic thinker who can both set broad direction and dive into specific problem-solving when necessary to unblock teams.
• A strong desire to create exceptional customer experiences and develop talent within the support organization to its full potential.

Practical notes

ClickUp is 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 and depends on business needs. ClickUp may use AI and machine learning to help review applications, but human decision-making remains central to the selection process. Applicants should be prepared for a thorough evaluation focused on both technical capability and leadership acumen. The location requirement restricts the position to candidates within the United States due to operational and compliance considerations. There are no specified working hour constraints beyond standard full-time expectations in the role description. Travel is not mentioned as a requirement or expectation in the current source material. No visa sponsorship is available for this position, and candidates in roles outside of engineering and product should assume no sponsorship will be provided. The use of AI in the application review process means candidates should submit clear, accurate, and truthful materials that can be processed by automated systems. Deadlines for application review or hiring milestones are not published in the available source information.