Customer Support Specialist

Overview 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. 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 Role Correspond with our clients via different customer support channels Encourage clients to maximize their use of platform features and develop beneficial workflows Own the customer experience and guide customers to resolution with minimal effort Articulate insights from customers to product, development, and marketing teams Collaborate with colleagues at all levels to find the answers you need Educate and empower users to become better ClickUp users Contribute to team process improvements and client-facing support documentation Be a ClickUp ambassador and help customers and stakeholders succeed Responsibilities Drive product change and improvement through continuous feedback and exposure to projects Work directly with customers to navigate questions or actions related to their accounts, including: Payments & Refunds Plan upgrades & Cancellations Promotions & Discounts 2FA & Lockouts Troubleshooting when errors arise Assist customers with self-service billing & account processes Navigate CRM payment logs for payment history, inconsistencies, or errors Find financial solutions for customers who may need payment assistance, within procedures and Terms of Service Qualifications At least two years of experience supporting customers via multiple channels in a technical environment Technical skills : Ability to troubleshoot, replicate issues, and follow up Critical and analytical thinking : Ability to evaluate and take action for escalation when required Attention to detail : Able to probe, analyze data, and document effectively Strong knowledge of standard help productivity platform solutions is a plus Eligible to work full-time hours Expectations Experience in the SaaS industry Ability to build relationships with a diverse, global customer base across channels Ability to work independently, prioritize workload, and know when to collaborate Strong communication and empathy; capable of guiding the customer journey effectively Curious and analytical learner; able to learn new or existing products thoroughly Strong technical aptitude and interest in learning technology Familiarity with ClickUp and Zendesk processes Enjoy working in a fun, diverse, and collaborative culture Key Metrics Ticket Solves per Hour CSAT IQS Adherence/Attendance Career/Developmental Path Specialization Training Senior Customer Support Specialist Unsure if you meet all the qualifications? We hire based on ambition and a passion for improving how people work. If ClickUp seems right for you, we encourage you to apply. ClickUp is an Equal Opportunity Employer. Personal data is processed in accordance with applicable laws. If you are a European Job Applicant, see our privacy policy for details. If you are a Philippine Job Applicant, see our privacy policy and Philippine Data Privacy Notice for details. 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. ClickUp Talent Acquisition will only contact via @clickup.com email or through our official careers portal on clickup.com. We will never request fees, payments, or sensitive personal information. Disregard offers outside these channels and report them to #J-18808-Ljbffr