Director, Technical Support

About the role

At ClickUp, we're on a mission to make the world more productive. Our platform simplifies work and collaboration for teams of all sizes. As we continue to scale, we're looking for a proven technical support leader to own and elevate the entire technical support experience, ensuring our customers receive expert, efficient resolution to their most complex challenges. Role Overview: The Director of Technical Support will take total ownership of ClickUp's technical support function, including strategy, team performance, tooling, and customer outcomes. This is a hands-on leadership role for someone who thrives at the intersection of deep technical problem-solving, cross-functional partnership with Product and Engineering, and operational excellence powered by AI. You'll define what world-class technical support looks like at ClickUp and lead the systems, team, and culture to deliver it at scale.

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.

Requirements

• 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.
• Privacy Notice
• ClickUp collects and processes personal data in accordance with applicable data protection laws. You can find furt

Benefits

Additional Information

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀

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