The Role

Lead a team of 8 - 13 Customer Support Specialists who correspond with our clients via different customer support channels offered by ClickUp.
Responsible for team development, with a focus on competency and skill-building, as well as incorporating a business continuity plan that supports seamless knowledge transfer and drives high levels of employee performance and engagement.
Consistently coach and provide actionable feedback to team members to promote career development while maintaining support standards.
Ensure individual and team goals are met
Assist with navigating resolutions to challenging incidents, including cross-functional, regional, and customer escalations as needed.
Act as an ambassador for Customer Support within the regional groups and offices and drive regional performance, process optimization, and technical/operational direction to team members.
Collaborate with the Support Operations Team to optimize systems and processesand information dissemination to better support the platform, as well as cultivate strong relations with cross-functional departments and other business partners within the organization.
Participate in the hiring and onboarding process to continue growing our support team.
Serve as a thought leader, customer advocate and partner to the team and to our customers.
Cultivate a culture of engagement, ongoing learning, and high performance.
Maintains a current knowledge of our product and has the ability to dive deep into technical tickets.
Fluency in technical terminology and a strong understanding for moderating appropriate troubleshooting steps for complex tickets.

Key Responsibilities

Responsible for team performance and retention.
Own building and optimizing processes for driving internal efficiencies, issue resolution, customer satisfaction, and SLA success.
Ensure the success of each Customer Support Specialist and the overall Customer Support leadership team.
Conduct weekly 1:1s with each team member to level them up within their role and discuss role-specific topics such as effective and efficient issue resolution, navigating difficult conversations with customers, tools navigation, troubleshooting, etc.
Attend weekly Performance Management meetings with the wider leadership team
Own the overall team performance, ensure low performers are being measured and actioned, and high performers are continuously being mentored for sustained high performance and development.
Participate in weekly functional Management Syncs to enable consistent calibration on processes, best practices, and change management that may affect people managers or the broader Customer Support team.

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