Residential Construction Manager
eCom Solutions Inc
Product Support Manager
Clay
full-time
Posted on:
Location Type: Hybrid
Location: New York City • California, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $165,000 per year
Job Level
Mid-LevelSenior
Tech Stack
PythonSQL
About the role
- Lead a dedicated product support team to ensure customers maximize product value and receive exceptional support
- Hire, onboard, mentor, and develop support specialists and optimize team capacity
- Ensure the team hits monthly support targets and performance metrics (first contact resolution, CSAT 90%+)
- Own and optimize human support systems including queue segmentation and prioritization
- Analyze customer feedback to identify trends and provide insights to product and engineering
- Collaborate cross-functionally with product and engineering; coordinate incidents and lead escalations and high-priority responses
- Support diverse customer base (enterprises to SMBs) and drive continuous improvement
Requirements
- Proven leader with experience managing teams in fast-paced, early-stage companies
- Technical background with ability to understand product issues and write code solutions when necessary
- Deeply customer-focused with proven track record of working successfully with customers
- Excellent communicator able to articulate ideas, product benefits, and feedback internally and externally
- Experience mentoring, hiring, onboarding, and optimizing team capacity through workforce management
- Experience driving performance metrics including first contact resolution and CSAT (90%+)
- Familiarity with support ops tooling (Intercom, Linear, Rootly) — bonus
- Data analysis and reporting ability (SQL, Python, R) — bonus
- Legal authorization to work in the United States (application asks)
- Willingness to be based in NYC or SF or to be fully remote (application asks)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SQLPythonRcoding solutionsperformance metricsfirst contact resolutionCSAT
Soft skills
leadershipcustomer-focusedcommunicationmentoringteam optimizationdata analysis
