Product Support Manager
Product Support Manager
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USD 115000 - 165000
1 Vacancy
Job Description
About Clay
Why is Clay the best place to work
Customers love the product (100K users and growing)
Were growing a lot (6x YoY last year and 10x YoY the two years before that)
Incredible culture (our customers keep applying to work here)
Well-resourced - We raised a $100M Series C in 2025 at a $3.1B valuation and are backed by world-class investors like Capital G (Google) Sequoia and Meritech
Read more about why people love working at Clay here and explore our wall of love to learn more about the product.
As a Product Support Manager @ Clay you will lead a dedicated team of support specialists who engage with our diverse customer base from innovative enterprises to agile startups and SMBs. Your leadership will be crucial in ensuring our customers maximize the value of our products while providing exceptional support and driving continuous improvement.
What Youll Do:
Hire onboard and mentor an incredible team: Mentor and manage the product support team with a focus on career growth and development hiring great talent and optimizing team capacity through effective workforce management.
Help the team hit monthly support targets: Ensure that the team is accountable to performance metrics including but not limited to first contact resolution and CSAT (90%).
Optimize support systems: Own and optimize all aspects of human support including queue segmentation and prioritization to streamline customer interactions and ensure efficient issue resolution.
Share feedback with engineering and product: Analyze customer feedback to identify trends and provide valuable insights for product improvements and support strategy adjustments.
Support cross-functional needs and coordinate incidents: Collaborate with product and engineering teams to align support initiatives with product updates while leading the team in responding to escalations and high-priority incidents.
What Youll Bring:
You are a proven leader: You have managed teams in fast-paced environments especially within early-stage companies with a demonstrated ability to drive team performance.
You have a technical background:You possess technical skills that enable you to understand and solve product-related issues effectively and even code solutions when necessary.
You are deeply customer-focused:You have a proven track record of working successfully with customers understanding their needs and delivering exceptional service.
You are an excellent communicator: You can clearly articulate ideas product benefits and feedback both internally and externally and can create content that resonates with a variety of audiences.
Bonus:
Deep knowledge of support ops tooling including Intercom Linear and Rootly.
Data analysis and reporting ability (SQL Python R etc.)
Required Experience:
Manager
Employment Type
Full-Time
