Senior Manager, Customer Support
WFA Digital Insight
As the remote job market continues to evolve, demand for skilled customer support leaders is on the rise, with over 25% of companies now prioritizing exceptional customer experiences. With the growth of AI-driven workspaces, professionals with expertise in Salesforce, Excel, and Google Sheets are in high demand. Clickup, a pioneer in converged AI workspaces, is seeking a seasoned Senior Manager to helm its customer support operations. This role stands out for its focus on operational excellence, team leadership, and strategic execution. Before applying, candidates should be prepared to showcase their ability to drive performance, lead cross-functional projects, and foster a culture of accountability and ownership.
Job Description
About the Role
The Senior Manager, Customer Support is a pivotal role at Clickup, tasked with enhancing performance, achieving operational excellence, and ensuring organizational scalability across various support teams and channels. This high-impact leader will act as the link between strategic leadership and frontline execution, ensuring every process, project, and personnel initiative contributes directly to business outcomes and customer success. The role involves overseeing daily queue health, managing multiple channels, and driving team performance to meet and exceed service quality benchmarks.As part of the Clickup team, the Senior Manager will be at the forefront of redefining what's possible in the future of work. Clickup's first truly converged AI workspace is unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. This innovative environment empowers millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity.
The Senior Manager will lead a team of managers and representatives, ensuring alignment in coaching, accountability, and results. This involves maintaining and auditing coaching logs and scorecards, developing tailored improvement plans, and leading decisive performance and behavioral conversations.
What You Will Do
- Oversee and optimize daily queue health in multiple channels, ensuring efficient ticket handling and resolutions across all support channels.
- Consistently meet and exceed SLAs, response times, and service quality benchmarks.
- Conduct rigorous daily validation of queue utilization and task management to ensure accountability and adherence.
- Lead comprehensive weekly operational audits, producing actionable insights and data-driven recommendations for continuous improvement.
- Champion the implementation of automation, AI, and workflow enhancements to reduce friction and increase speed to resolution.
- Manage a team of 3-4 managers, managing teams of 10-15 representatives, ensuring alignment in coaching, accountability, and results.
- Maintain and audit Coaching logs and Scorecards to drive team excellence.
- Develop and implement tailored improvement plans based on KPI trends and individual performance gaps.
- Lead decisive performance and behavioral conversations to address challenges and foster high performance.
- Inspire and empower managers and their teams through impactful 1:1s, mentoring, and leadership calibration.
- Collaborate with senior management and cross-departmental leaders to align on strategy and calibration.
What We Are Looking For
- Proven experience in customer support operations, preferably in a leadership role.
- Strong proficiency in Salesforce, Excel, and Google Sheets.
- Excellent leadership and management skills, with the ability to inspire and empower teams.
- Strategic thinker with a focus on operational excellence and customer success.
- Experience in driving performance, leading cross-functional projects, and fostering a culture of accountability and ownership.
- Strong analytical and problem-solving skills, with the ability to interpret data and drive insights.
- Excellent communication and interpersonal skills, with the ability to collaborate with senior management and cross-departmental leaders.
Nice to Have
- Experience in AI-driven workspaces or similar innovative environments.
- Knowledge of automation, AI, and workflow enhancements.
- Experience in managing remote teams or cross-functional projects.
- Certification in customer support or a related field.
Benefits and Perks
- Opportunity to work with a pioneer in converged AI workspaces.
- Collaborative and innovative work environment.
- Professional development opportunities, including training and mentorship.
- Flexible remote work arrangements.
- Access to cutting-edge technology and tools.
- Competitive compensation package.
- Health and wellness benefits.
- Paid time off and holidays.
How to Stand Out
- tip: Ensure your resume and cover letter highlight your experience in customer support operations, leadership, and proficiency in Salesforce, Excel, and Google Sheets.
- tip: Prepare examples of how you've driven performance, led cross-functional projects, and fostered a culture of accountability and ownership in your previous roles.
- tip: Familiarize yourself with Clickup's converged AI workspace and be ready to discuss how you can contribute to its development and success.
- tip: Showcase your analytical and problem-solving skills by providing examples of how you've interpreted data and driven insights in your previous roles.
- tip: Demonstrate your ability to collaborate with senior management and cross-departmental leaders by highlighting your excellent communication and interpersonal skills.
- tip: Be prepared to discuss your experience in managing remote teams or cross-functional projects, and how you can apply this experience to the Senior Manager role at Clickup.
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