Product Support Manager

Clay

Lead product support team at Clay, focusing on customer interactions and product satisfaction. Collaborate with engineering for product improvements and incident management in a dynamic environment.

Posted 5/30/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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 Points: Deep knowledge of support ops tooling, including Intercom, Linear and Rootly.
Data analysis and reporting ability (SQL, Python, R, etc.)

Benefits

Comp & perks

All employees can work for free with world-class coaches who specialize in creativity, management, and more.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysisreportingSQLPythonRcoding solutionsperformance metricsfirst contact resolutionCSAT

Soft Skills

leadershipteam managementcustomer focuscommunicationcollaborationmentoringproblem-solvingfeedback analysis