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