Support Services Specialist

ClickUp

7h • Remote

About The Position

At ClickUp, we’re not just building software. We’re architecting the future of work! In a world overwhelmed by work sprawl, we saw a better way. That’s why we created the first truly converged AI workspace, unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI, empowering millions of teams to break free from silos, reclaim their time, and unlock new levels of productivity. At ClickUp, you’ll have the opportunity to learn, use, and pioneer AI in ways that shape not only our product, but the future of work itself. Join us and be part of a bold, innovative team that’s redefining what’s possible! 🚀
The Support Services Specialist provides exceptional support to premium clients, ensuring swift issue resolution and high customer satisfaction. This role involves managing client relationships, driving process improvements, mentoring colleagues, and proactively identifying opportunities to enhance the customer journey and team performance.

Additionally, you will work in a revenue generating vertical of support. Managing a book of accounts assisting them in hands on workspace configuration, workflow validation, escalated support, and more. You will implement solutions that enable customers to unlock the value of their ClickUp investment while showcasing ROI and driving renewals.
In this role, you will:
Build a deep knowledge of the ClickUp product to provide contextualized support to strategic clients.
Scope, validate, and optimize client workflows in order to enable adoption of the platform and drive renewals of both the product and the service.
Work closely with clients to understand their use of ClickUp, their goals, and their processes.
Become a trusted advocate for your users internally, representing their needs to key stakeholders at ClickUp.
Troubleshoot incoming support requests and own their resolution, managing user expectations clearly throughout.
Consult on their workflows to ensure they are maximizing on the value of the platform.
Partner with our sales and success teams to identify upsell opportunities.

Requirements

• 2+ years prior experience in a consulting role, preferably with mid-market or enterprise customers.
• Strong technical aptitude with experience in configuring, implementing, and customizing SaaS platforms.
• Demonstrated customer-centric approach with a strong focus on delivering exceptional customer service.
• Exceptional ability to establish and cultivate relationships with clients across all levels of the organization.
• Excellent problem-solving and troubleshooting skills.
• Outstanding written and verbal communication skills.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Self-motivated, proactive, and able to work independently.
• Proficiency in English

Nice To Haves

• An existing familiarity with the ClickUp product.
• Preferred experience in SaaS PPM software or collaborative work management (CWM).

Responsibilities

• Navigates all available resources to ensure knowledge of bugs, feature requests, workarounds, and adherence to documented procedures.
• Continuously looks through the lens of providing the best customer experience.
• Contribute to the improvement of team processes and client-facing support documentation.
• Assist in the execution of services deliverables.
• Build directly in the clients workspace.
• Manage a book of business.
• Drive renewals and generate positive NDR.
• Ownership of client tickets.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees