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.

Key facts

What you'll do

• Guide the overall strategy, execution, and results for ClickUp's technical support experience.
• Lead, mentor, and expand a high-performing global team of technical support managers and representatives.
• Establish and monitor key performance indicators for resolution quality, speed, customer satisfaction, and team well-being.
• Set high standards for technical expertise, enabling the team to precisely diagnose and resolve complex product issues.
• Act as the main link between Support, Product, and Engineering, translating customer issues into product enhancements.
• Work closely with Engineering on bug prioritization, escalation processes, incident response, and root cause analysis.
• Advocate for the customer in product and engineering discussions, using data to influence roadmap decisions.
• Create shared processes for new feature launches, managing known issues, and proactive customer communication.
• 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.
• Cultivate an AI-focused culture where the team actively experiments with and adopts AI tools to enhance their impact.
• Identify and implement process improvements to reduce resolution times and increase first-contact resolution rates.
• Design and optimize escalation paths, on-call procedures, and incident management workflows.
• Collaborate with Support Operations to ensure tools, reporting, and workforce planning support team growth.
• Promote a culture of continuous improvement, knowledge sharing, and technical excellence throughout the organization.

Requirements

• 8 or more years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies.
• Demonstrated success in building and scaling high-performing global technical support teams.
• Extensive experience collaborating with Product and Engineering organizations to improve customer outcomes and product quality.
• An AI-native mindset with proven ability to use AI tools and automation to scale operations and enhance quality.
• Strong technical understanding, capable of engaging in discussions about product architecture, integrations, APIs, and complex troubleshooting.
• A data-driven leader who uses metrics to inform strategy, prioritize investments, and hold teams accountable.
• Excellent communication skills, able to influence senior stakeholders across Go-To-Market and Engineering/Product Development.
• A strategic thinker who can both set broad direction and dive into specific problem-solving when necessary.
• A strong desire to create exceptional customer experiences and develop talent.

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.