Director, Technical Support

Key Responsibilities

• Total Ownership of Technical Support:
• Own end-to-end strategy, execution, and outcomes for ClickUp's technical support experience.
• Lead, mentor, and scale a high-performing global team of technical support managers and representatives.
• Establish and drive KPIs that measure resolution quality, speed, customer satisfaction, and team health.
• Set the bar for technical depth, ensuring the team can diagnose and resolve the most complex product issues with precision.
• Product & Engineering Partnership:
• Serve as the primary bridge between Support and Product/Engineering, ensuring customer pain points translate into product improvements.
• Collaborate closely with Engineering on bug triage, escalation workflows, incident response, and root cause analysis.
• Represent the voice of the customer in product and engineering forums, influencing roadmap priorities with data-driven insights.
• Build joint processes for feature launches, known issue management, and proactive communication to customers.
• Strategy & AI-Native Scaling:
• Drive a forward-looking strategy that leverages AI to scale technical support quality and efficiency without sacrificing the human touch where it matters most.
• Build and iterate on AI-powered workflows for triage, diagnostics, knowledge surfacing, and resolution acceleration.
• Foster an AI-native culture where the team actively experiments with and adopts AI tooling to amplify their impact.
• Identify and implement process improvements that reduce time-to-resolution and increase first-contact resolution rates.
• Operational Excellence:
• Design and optimize escalation paths, on-call processes, and incident management workflows.
• Partner with Support Operations to ensure tooling, reporting, and workforce planning support the team's growth.
• Champion a culture of continuous improvement, knowledge sharing, and technical excellence across the organization.

Qualifications

• 8+ years in technical support, support engineering, or customer experience leadership, preferably in SaaS or platform companies.
• Proven track record of building and scaling high-performing global technical support teams.
• Deep experience partnering with Product and Engineering organizations to drive customer outcomes and product quality.
• AI-native mindset with demonstrated success using AI tools and automation to scale operations and improve quality.
• Strong technical acumen: able to engage credibly on product architecture, integrations, APIs, and complex troubleshooting.
• Data-driven leader who uses metrics to inform strategy, prioritize investments, and hold teams accountable.
• Excellent communication skills with the ability to influence senior stakeholders across GTM and EPD.
• Strategic thinker who can zoom out to set direction and zoom in to solve problems when needed.
• Passion for building exceptional customer experiences and developing talent.

Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!

At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career.

Equal Opportunity Employer

ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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