Senior Manager, Customer Support
Overview
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 Senior Manager of Customer Support Operations is a high-impact leader responsible for enhancing performance, achieving operational excellence, and ensuring organizational scalability across various support teams and channels. This role acts as the link between strategic leadership and frontline execution, ensuring that every process, project, and personnel initiative directly contributes to business outcomes and customer success.
Requirements
1.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.2.Performance ManagementManage 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.3.People LeadershipInspire and empower managers and their teams through impactful 1:1s, mentoring, and leadership calibrationCollaborate with senior management and cross-departmental leaders to align on strategy and calibration.Build a culture of ownership, obsession, and operational discipline, where excellence and accountability are part of the day-to-day expectations.Provide visible and proactive support in team channels, ensuring swift resolution of escalations and manager-tagged issues.Invest in leadership bench strength by developing future leaders through structured coaching.4.Project & Strategic ExecutionSpearhead or contribute to high-impact cross-functional projects that elevate operational efficiency and customer satisfaction.Establish and maintain a disciplined weekly cadence of project up