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Senior Support Services Specialist

ClickUp is seeking a dedicated Senior Support Services Specialist to enhance customer experience through strategic account management and communication. Be part of a fast-growing SaaS company shaping the future of work.

Skills

  • Technical aptitude
  • Problem-solving
  • Communication
  • Data analysis
  • Customer relationship management

Responsibilities

  • Manage a portfolio of Premium Support accounts
  • Navigate resources to ensure knowledge of bugs and feature requests
  • Drive renewals through exceptional customer experience
  • Lead client calls and identify service enhancements
  • Collaborate with internal teams to improve satisfaction

Education

  • Bachelor's degree in Business, IT, or related field

Benefits

  • Equity
  • 401k
  • Health, Dental, and Vision insurance
  • Flexible paid time off
  • Paid parental leave
To read the complete job description, please click on the ‘Apply’ button
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CEO of ClickUp
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Average salary estimate

$82500 / YEARLY (est.)
min
max
$75000K
$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Senior Support Services Specialist, ClickUp

Join ClickUp as a Senior Support Services Specialist and become a vital part of one of the fastest-growing SaaS companies in the world! At ClickUp, we offer an all-in-one productivity platform tailored to refine the way people work. As a Senior Support Services Specialist, you'll manage a portfolio of Premium Support accounts, ensuring clients receive top-notch support and guidance. Your role will leverage your strong problem-solving abilities and customer experience focus to foster exceptional relationships with clients, driving renewals and service enhancements. You'll collaborate with diverse internal teams and utilize data analysis to make informed decisions that influence service delivery positively. With a minimum of 5 years of experience in a support services role, encompassing a solid understanding of SaaS or tech industries, you will spearhead client calls and identify upsell opportunities, making a real impact on customer satisfaction. At ClickUp, we value transparency, offering fair compensation and a suite of attractive benefits, including equity and flexible paid time off. If you have a passion for improving the way people work and thrive when challenged, we want you on our team—let’s shape the future of work together!

Frequently Asked Questions (FAQs) for Senior Support Services Specialist Role at ClickUp
What are the responsibilities of the Senior Support Services Specialist at ClickUp?

The Senior Support Services Specialist at ClickUp is responsible for managing a portfolio of Premium Support accounts, developing comprehensive support strategies, and ensuring adherence to best practices. This role requires exceptional communication and problem-solving skills to maintain recurring client relationships, drive renewals, and identify service enhancements and upsell opportunities.

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What qualifications are required for the Senior Support Services Specialist position at ClickUp?

Candidates for the Senior Support Services Specialist position at ClickUp should have at least 5 years of experience in a support services role, ideally within the SaaS or tech industries. A Bachelor's degree in Business, IT, or a related field is preferred, and proven success in driving customer satisfaction and renewals is essential.

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How does ClickUp ensure customer satisfaction through the Senior Support Services Specialist role?

As a Senior Support Services Specialist, you will collaborate with customer-facing and internal teams to improve customer satisfaction at ClickUp. By utilizing your technical aptitude and understanding of client needs, you will facilitate effective communication, drive renewals, and implement strategies that enhance the overall customer experience.

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What skills are important for success as a Senior Support Services Specialist at ClickUp?

Success as a Senior Support Services Specialist at ClickUp requires strong communication skills, a solid technical aptitude, and the ability to analyze data for informed decision-making. Moreover, being a proactive, detail-oriented, and adaptable individual will help you thrive in this dynamic role.

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What benefits does ClickUp offer to Senior Support Services Specialists?

ClickUp offers a variety of benefits for Senior Support Services Specialists, including equity, 401k, comprehensive health insurance, paid parental leave, flexible paid time off, and professional development stipends. The company promotes a transparent compensation philosophy, ensuring employees feel valued and supported in their roles.

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Common Interview Questions for Senior Support Services Specialist
Can you describe your experience in managing premium support accounts?

In answering this question, provide specific examples of how you've successfully managed client relationships, highlighting your approach to renewals and maintaining customer satisfaction as a Senior Support Services Specialist. Focus on your strategies for understanding client needs and addressing concerns promptly.

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How do you handle difficult customer situations?

For this question, demonstrate your problem-solving skills. Share a real-life scenario where you successfully resolved a challenging customer issue, emphasizing your communication skills and ability to remain calm under pressure—key traits for a Senior Support Services Specialist at ClickUp.

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Can you discuss a time you improved a support process?

When asked this question, think of a specific instance where your initiative led to an enhancement in the support processes. Highlight your analytical skills in identifying the issue and the positive impact of your changes on customer satisfaction in the context of your previous roles.

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What do you know about ClickUp’s platform?

Showcase your knowledge of ClickUp by discussing its all-in-one productivity features, such as project management and document collaboration tools. Your answer could include how this platform helps streamline workflows and why you believe it stands out in the SaaS industry, reflecting your enthusiasm for the company’s mission.

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How do you prioritize tasks when handling multiple client accounts?

Discuss your time management abilities and any tools or strategies you employ for prioritizing tasks as a Senior Support Services Specialist. Show your interviewer that you can logically assess and address the needs of each client effectively, ensuring all receive the support they require.

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Describe a successful project you led that involved cross-functional collaboration.

Highlight a situation where you worked with various teams to achieve a goal. Detail how you communicated and coordinated efforts, showcasing your teamwork and leadership skills as a Senior Support Services Specialist, while focusing on the outcome of the project.

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What steps do you take to stay updated on industry trends?

Illustrate your commitment to professional development by sharing how you keep abreast of the latest trends related to SaaS support services. Mention any specific resources, workshops, or network groups that you engage with to enhance your understanding of the industry's evolving landscape.

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How do you measure customer satisfaction in your role?

Discuss the various metrics or feedback systems you utilize as a Senior Support Services Specialist to assess customer satisfaction. Share how you analyze this data to formulate strategies that improve service levels and client retention.

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What strategies do you use to drive customer renewals?

Here, emphasize the techniques you employ to build strong relationships with clients and ensure they see value in the service offering. Share your proactive approach to identifying upsell opportunities and your communication methods to facilitate successful renewals.

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How comfortable are you with technical subjects and tools in the SaaS industry?

Discuss your technical aptitude and any specific experiences you've had with relevant tools or technologies within the SaaS landscape. Emphasize your ability to learn quickly and help clients understand technical concepts, which is crucial for a Senior Support Services Specialist at ClickUp.

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Save people time by making the world more productive.

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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$75,000/yr - $90,000/yr
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
March 8, 2025

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