Senior Manager, Customer Support
Senior Manager, Customer Support
Senior Manager, Customer Support
ClickUp
The Senior Manager of Customer Support Operations at ClickUp is a leadership role focused on enhancing performance and operational excellence across support teams. The position involves overseeing daily operations, ensuring service quality, and implementing AI-driven improvements to optimize customer support processes.
Qualification
- Proven experience in customer support operations management.
- Strong leadership skills with experience managing teams.
- Ability to analyze data and produce actionable insights.
- Experience with automation and AI in customer support processes.
- Excellent communication and interpersonal skills.
Responsibility
- Oversee and optimize 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.
- Manage a team of 3-4 managers, managing teams of 10-15 representatives, ensuring alignment in coaching, accountability, and results.
