Director, Technical Support

ClickUp

3d•$180,000 - $215,000

About The Position

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.

Requirements

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.

Responsibilities

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.
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.
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.
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.