At ClickUp, customer service isn't just a job title; it's at the heart of everything we do. Our #1 core value is to provide the best customer experience, period. If you are eager to learn, driven by helping those around you, and ready to make an impact at a fast-growth company, join our Support team.
Help customers unlock their potential and raise the standards when it comes to productivity. Come and join a team where you can focus on understanding our customer's goals, offering out-of-the-box solutions, and being surrounded by team members who are just as driven as you are!
The Role:
- Correspond with our clients via different customer support channels
- Encourage our amazing clients to maximize their use of platform features and to develop beneficial workflows to supercharge their efforts.
- Own the customer experience. You will take the lead to help customers figure out what they need and guide them through to resolution with the least effort possible.
- Articulate insights from our customers to our product, development, and marketing teams to help continue shaping ClickUp into an industry leader.
- Collaborate with colleagues at all levels throughout the entire organization to find the answer you need
- Educate and empower our users to become better ClickUp users
- Contribute to the improvement of team processes and client-facing support documentation.
- Be a ClickUp ambassador and help our customers and stakeholders be successful in their roles.
The Schedule:
We want to provide the best customer service experience! This requires our support team to work shifts on a rotating basis. The flexibility to work evenings and some weekends is necessary to ensure our customers have endless support no matter their timezone. We provide our team with flexibility and options to select their preferred shifts; however, shift assignments are assigned based on company needs.
Required Qualifications:
- At least two years of experience supporting customers via multiple communication channels in a technical environment.
- Technical skills: Ability to troubleshoot, replicate customer issues, and follow up on customer issues
- Critical and analytical thinking: Ability to evaluate, identify the concern, and take action for further escalation when required
- Attention to detail: Ability to probe for and analyze data to identify best course of action; has great documentation skills.
- Strong knowledge of standard help productivity platform solutions is a plus!
- Eligible to work full-time hours.
Responsibilities
- Drive product change and improvement through continuous feedback and exposure to projects that help make ClickUp the leading productivity platform.
- Works directly with customers to help navigate any questions or actions related to their accounts. This includes but is not limited to:
- Payments & Refunds
- Plan upgrades & Cancellations
- Promotions & Discounts
- 2FA & Lockouts
- Troubleshooting when errors arise
- Assisting customers with self-service billing & account processes
- Navigating CRM payment logs for payment history, inconsistencies, or errors
- Finding financial solutions for customers who may need payment assistance, within our procedures and Terms of Service.
Expectations:
- Experience in the SaaS industry.
- Be comfortable building relationships with a diverse and global customer base across various communication channels.
- Able to work independently and prioritize individual workload whilst recognizing when to collaborate and engage with others when needed.
- Able to get stuff done whilst having attention to detail. Natural empathetic, yet confident to take charge and control the customer journey and resolve issues effectively and efficiently.
- Be a confident communicator, passionate about elevating our customers' experience to become more productive with ClickUp.
- A curious and analytical learner that can deep dive into new or existing products to learn them inside out.
- Have a strong technical aptitude and a desire to dive into learning technology.
- Strong familiarity with ClickUp and Zendesk processes.
- You enjoy working in a fun, diverse and friendly culture that focuses on relationships and knows how to celebrate success!
Key Metrics
- Ticket Solves per Hour
- CSAT
- IQS
- Adherence/Attendance
Career/Developmental Path
- Specialization Training
- Senior Customer Support Specialist
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