ClickUp is the world’s only all-in-one productivity platform that flexes to the way people want to work. It replaces all individual workplace productivity tools with a single, unified platform that includes project management, document collaboration, whiteboards, spreadsheets, and AI. With our headquarters based in San Diego and a rapidly expanding global presence, we are shaping the future of work. Join our team at ClickUp, one of the fastest-growing SaaS companies worldwide, and help millions of users be more productive - saving them at least one day every week. 🦄
Key Responsibilities:
- Client Relationship Management: Serve as the primary point of contact for premium clients, addressing platform, workflow, technical, and bug-related issues with a focus on maintaining strong client relationships.
- Timely Issue Resolution: Ensure prompt responses to client inquiries within agreed SLAs, and take ownership of troubleshooting and resolving technical issues to minimize disruption.
- Workspace & Zoom Support: Engage directly with clients in their workspace, using the dedicated Premium Support Space for troubleshooting, and conduct Zoom meetings for complex issues with a clear agenda.
- Reporting & Documentation: Prepare and deliver bi-weekly reports summarizing support tickets, trends, bug updates, and adoption metrics to clients. Accurately document bugs and collaborate with the development team to ensure timely resolution.
- Collaboration & Escalation Management: Work closely with internal teams to escalate and resolve complex issues. Manage escalations efficiently to ensure client satisfaction.
- Ensure a seamless and comprehensive end-to-end support experience for premium clients.
- Take full responsibility for diagnosing, troubleshooting, and resolving technical issues.
- Prioritize and track bug resolution, ensuring that issues are addressed in a timely manner.
Qualifications:
- 3+ years prior experience in a customer support role, preferably with large strategic users.
- A passion for people and genuine desire to solve problems.
- A near perfect attention to detail and ability to see big picture needs.
- Proven ability to break down complex problems into clear and actionable next steps.
- Strong written and verbal communication skills.
- Strong time management skills and an ability to efficiently prioritize.
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!
ClickUp was founded on a culture of hard work, consistent growth, and a desire to break norms. We’re a values-driven company and hire based on ambition, merit, and a willingness to do what it takes to succeed. We don’t care where you’re from, what you look like, or who you’re in a relationship with—we hire the best people for the job, and create an environment that supports employees on their journey to do the most exciting work of their lives! 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 policy for further details.
- If you are a Philippine Job Applicant, see our privacy policy 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.
