Clay

Product Support Manager

Clay

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California, New York • 🇺🇸 United States

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Salary

💰 $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