Senior Manager, Customer Support

Senior Manager, Customer Support

At ClickUp, we are shaping the future of work with our innovative AI workspace. As a Senior Manager of Customer Support Operations, you will lead a dedicated team, enhance performance, and ensure our support processes are efficient and effective. This role is crucial in connecting our strategic goals with day-to-day operations to achieve customer success.

About the Role

The Senior Manager of Customer Support Operations is responsible for improving performance, achieving operational excellence, and ensuring scalability across various support teams and channels. You will oversee daily operations, manage a team of managers, and work on strategic projects that enhance customer satisfaction.

What You'll Do

• Operational Management:
  • Oversee daily queue health in multiple channels, ensuring efficient ticket handling.
  • Meet and exceed SLAs, response times, and service quality benchmarks.
  • Conduct daily validation of queue utilization and task management.
  • Lead weekly operational audits and provide actionable insights for improvement.
  • Champion automation and workflow enhancements to speed up resolutions.
• Performance Management:
  • Manage a team of 3-4 managers overseeing 10-15 representatives.
  • Maintain and audit coaching logs and scorecards to drive team excellence.
  • Develop tailored improvement plans based on KPI trends.
  • Lead performance conversations to address challenges and foster high performance.
• People Leadership:
  • Inspire managers and their teams through impactful 1:1s and mentoring.
  • Collaborate with senior management to align on strategy.
  • Build a culture of ownership and accountability.
  • Provide support in team channels for swift resolution of escalations.
  • Invest in leadership development through structured coaching.
• Project & Strategic Execution:
  • Lead or contribute to cross-functional projects that improve efficiency.
  • Establish a weekly cadence of project updates for leadership.
  • Partner with other support teams to drive advancements in quality and automation.
  • Identify strategic initiatives that set the team as a benchmark for excellence.

What We're Looking For

• 10+ years in customer-facing people management.
• 5+ years at a senior manager or director level.
• Experience managing up and presenting to leadership.
• Strong understanding of support operations across multiple channels.
• Track record of leading teams to meet and exceed KPIs.
• Excellent communication and collaboration skills.
• Proven ability to lead customer-facing teams in SaaS/cloud environments.
• Experience with advanced AI tools in customer support operations.

Nice to Have

• Certification in project management methodologies (e.g., PMP, Agile, Scrum).
• Advanced degree in Business Administration or related field.
• Experience implementing automation solutions for operational efficiency.
• Familiarity with customer support platforms like Zendesk or Salesforce.
• Experience in scaling support operations in a high-growth SaaS environment.
• Proficiency in Google Sheets, Tableau, and working with APIs for data analysis.

What We Offer

• Competitive salary.
• Comprehensive benefits package.
• Opportunities for professional development and growth.
• A supportive and inclusive work environment.

If you are excited about this role but unsure if you meet all the qualifications, we encourage you to apply. At ClickUp, we value ambition and a commitment to improving the way people work.

ClickUp is an Equal Opportunity Employer. We welcome applicants from all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, or national origin.

Please note that we cannot sponsor employment visas for roles outside of engineering and product at this time. If you have questions, feel free to reach out to our recruiting team.

For your safety, ClickUp Talent Acquisition will only contact you via an @clickup.com email or through our official careers portal. We will never ask for fees or sensitive personal information.