[Hiring] Support Services Specialist @ClickUp

Role Description

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 and 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.

Key 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.

Qualifications

• 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.

Requirements

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

Benefits

Unsure if you meet all the qualifications of this job description but are deeply excited about the role? We hire based on ambition, grit, and a passion for improving the way people work. If you think ClickUp is the company for you, we encourage you to apply!

At ClickUp, we assess every candidate based on the potential impact they can have. We hire the best people for the job and support each person’s journey to build their boldest career.

Company Description

• Equal Opportunity Employer
• ClickUp is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
• Privacy Notice: ClickUp collects and processes personal data in accordance with applicable data protection laws.
• Visa Sponsorship: Please note we are unable to sponsor or take over sponsorship of an employment visa for roles outside of engineering and product at this time.
• Fraud Alert: ClickUp Talent Acquisition will only initiate contact via an @clickup.com email or through our official careers portal on clickup.com.
• AI Processing Notice: ClickUp may use artificial intelligence and machine learning technologies to help review and screen candidates' employment applications against role-related criteria.