Director, Technical Support

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. 🚀 About Us: 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. 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...