Manager, Technical Support

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 17 hours ago

Vacancies: 1 Vacancy

Job Summary

At ClickUp were not just building software. Were architecting the future of work! In a world overwhelmed by work sprawl we saw a better way. Thats why we created the first truly converged AI workspace unifying tasks docs chat calendar and enterprise search all supercharged by context-driven AI empowering millions of teams to break free from silos reclaim their time and unlock new levels of productivity. At ClickUp youll have the opportunity to learn use and pioneer AI in ways that shape not only our product but the future of work itself. Join us and be part of a bold innovative team thats redefining whats possible!

Youll be managing a team of Technical Support Specialists and lead the team to green pastures!

Having the ability to dive deep into technical tickets that require escalation have a deep understanding of our product implement OKRs for the department and make sure the department is achieving excellent CSAT scores and meeting service level agreements.

While were scaling quickly we are recruiting teammates who share our core values know how to get things done and would add a lot to our extremely driven culture!

The Role:

Managing the Technical Support teams daily operation.
Enforcing and improving our companys high standards.
Hosting guidance meetings with the Technical Support team.
Optimizing the teams performance for tickets bug forms and more
Coaching each member of the team through regular 1-1 sessions.
Improving response time averages and implementing SLAs where needed
Creating and improving systems processes saved responses and information dissemination to better support the platform.
Driving cross-functional initiatives between Engineering Product and the Customer Support departments
Provide design consultation and standard methodology mentorship for rollout implementation and policy conversion during the pre-sales process for strategic opportunities

Qualifications:

4 years of management or leadership experience
2 years of Technical Support management
Strong technical background - you should be able to understand moderate troubleshooting steps know what the difference between the Frontend and Backend are and be able to quickly identify a severity of a bug so it gets properly triaged
Excellent hiring skills - ability to source hire and build out the Tier 2 and 3 teams
Train and coach the team to improve soft and hard skills
Helpdesk software experience
Experience with project management software and other productivity tools to understand the pain points of our customers (ClickUp is a huge plus!)
Be a team player you enjoy getting your hands dirty and answering tickets. This is especially true when you need to hop in for escalation tickets
You LOVE work as much as we do and are able to dedicate yourself to the success of this department

#LI-Remote#LI-GP2

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 persons journey to build their boldest career.

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.

ClickUp collects and processes personal data in accordance with applicable data protection laws.

If you are a European Job Applicant see our privacy policyfor further details.
If you are a Philippine Job Applicant see our and our Philippine Data Privacy Notice for further details.

Please note we are 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 but is instead based on the business needs for that specific role at that time. Please reach out to the recruiter with any questions.

ClickUp Talent Acquisition will only initiate contact via an @ email or through our official careers portal on . We will never request fees payments or sensitive personal information. Please disregard any offers received outside these channels and report them to

Required Experience:

Manager