Sr. Support Services Representative

<div class="content-intro"><div class="ql-block" data-block-id="block-ac776bb3-c45a-49bd-9ccd-6eee2eb78c97">ClickUp is revolutionizing the way the world works. As the only all-in-one productivity platform built from day one for true convergence, ClickUp unifies tasks, docs, chat, calendar, enterprise search, and more—supercharged by context-driven AI. While others scramble to bundle fragmented tools or bolt on AI, we anticipated this future and made it our foundation from the start. Headquartered in San Diego with a rapidly expanding global footprint, we empower over three million teams to break free from silos and reclaim their time—saving at least one day every week. Join ClickUp, one of the fastest-growing SaaS companies on the planet, and help millions of users transform the way they work. We’re not just building software. We’re shaping the future of work. Come join us in building the future—together. 🦄</div> <div class="ql-block" data-block-id="block-ac776bb3-c45a-49bd-9ccd-6eee2eb78c97"> </div></div><div class="ql-block" data-block-id="block-26664fdb-ae4f-4740-9637-e97785357a7d"> </div> <div class="ql-block" data-block-id="block-26664fdb-ae4f-4740-9637-e97785357a7d">The Senior Premium Support 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.</div> <h3 class="ql-heading" data-collapse-state="expanded" data-block-id="block-48d6851b-3187-4c00-892a-8e252cda7b14">Key Responsibilities:</h3> <ul> <li><strong>Client Relationship Management</strong>: Serve as the primary point of contact for premium clients, addressing platform, workflow, technical, and bug-related issues with a focus on maintaining strong client relationships.</li> <li><strong>Timely Issue Resolution</strong>: Ensure prompt responses to client inquiries within agreed SLAs, and take ownership of troubleshooting and resolving technical issues to minimize disruption.</li> <li><strong>Workspace & Zoom Support</strong>: Engage directly with clients in their workspace, using the dedicated Premium Support Space for troubleshooting, and conduct Zoom meetings for complex issues with a clear agenda.</li> <li><strong>Reporting & Documentation</strong>: Prepare and deliver bi-weekly reports summarizing support tickets, trends, bug updates, and adoption metrics to clients. Accurately document bugs and collaborate with the development team to ensure timely resolution.</li> <li><strong>Collaboration & Escalation Management</strong>: Work closely with internal teams to escalate and resolve complex issues. Manage escalations efficiently to ensure client satisfaction.</li> <li><strong>Resourceful:</strong> Efficiently navigates all available resources to maintain up-to-date knowledge on bugs, feature requests, workarounds, and compliance with established procedures.</li> <li><strong>Proactive in Support:</strong> Proactively enhances client relationships, driving service utilization and securing renewals.</li> <li><strong>Able Leader:</strong> Offers guidance and mentorship to colleagues within the support organization, fostering a culture of continuous improvement and collaboration.</li> <li><strong>Balancing Priorities: </strong>Maintains KPIs while leading additional responsibilities and projects as assigned.</li> </ul> <h3 class="ql-heading" ... (truncated, view full listing at source)