ClickUp
Technology
Director,TechnicalSupport
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“Director, Technical Support at ClickUp. Skills: Technical support strategy, AI scaling, Customer satisfaction. Own end-to-end strategy. Execute technical support”
What You'll Achieve.
Measure resolution quality; Measure speed; Measure customer satisfaction; Measure team health; Reduce time-to-resolution; Increase first-contact resolution rates
Industry & Context.
Technical problem-solving; Diagnose issues; Resolve issues; Root cause analysis; Troubleshooting
What They're Looking For.
Must Have
8+ years technical support leadership, Proven track record building global teams, Deep experience partnering with Product/Engineering, AI-native mindset with AI tools success, Technical acumen on product architecture/APIs, Data-driven leader using metrics, Excellent communication skills, Strategic thinker
Nice to Have
SaaS or platform companies experience
What You'll Do.
Own end-to-end strategy
Execute technical support
Mentor technical support
Scale technical support team
Drive KPIs for resolution quality
Drive KPIs for customer satisfaction
Drive KPIs for team health
Set bar for technical depth
Diagnose complex product issues
Resolve complex product issues
Serve as bridge between Support and Product/Engineering
Ensure customer pain points translate into product improvements
Collaborate with Engineering on bug triage
Collaborate with Engineering on escalation workflows
Collaborate with Engineering on incident response
Collaborate with Engineering on root cause analysis
Represent customer voice in product/engineering forums
Influence roadmap priorities with data-driven insights
Build joint processes for feature launches
Build joint processes for known issue management
Build joint processes for proactive communication
Drive strategy leveraging AI
Scale support quality with AI
Scale support efficiency with AI
Build AI-powered workflows for triage
Build AI-powered workflows for diagnostics
Build AI-powered workflows for knowledge surfacing
Build AI-powered workflows for resolution acceleration
Foster AI-native culture
Experiment with AI tooling
Identify process improvements
Implement process improvements
Reduce time-to-resolution
Increase first-contact resolution rates
Design escalation paths
Optimize escalation paths
Design on-call processes
Optimize on-call processes
Design incident management workflows
Optimize incident management workflows
Partner with Support Operations on tooling
Partner with Support Operations on reporting
Partner with Support Operations on workforce planning
Champion continuous improvement
Champion knowledge sharing
Champion technical excellence
How You'll Work.
Team & Collaboration
Cross-functional partnership; Product and Engineering partnership; Support and Product/Engineering bridge; Customer voice in forums; Joint processes for launches; Support Operations partnership
Communication Scope
Influence senior stakeholders
Full Job Description
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
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