Product Support Manager

The role

You will lead a team of support specialists serving enterprises, startups, and SMBs. You will manage team performance, optimize support systems, and provide customer feedback to engineering and product teams.

What you will do

• Hire, onboard and mentor the product support team
• Manage team capacity through effective workforce management
• Ensure the team hits monthly support targets including first contact resolution and CSAT (90%+)
• Own and optimize human support aspects including queue segmentation and prioritization
• Analyze customer feedback to identify trends for product improvements
• Collaborate with product and engineering teams to align support initiatives
• Lead the team in responding to escalations and high-priority incidents

Required qualifications

• Proven leader who has managed teams in fast-paced environments, especially within early-stage companies
• Technical skills to understand and solve product-related issues and code solutions when necessary
• Proven track record of working successfully with customers
• Excellent communicator able to articulate ideas, product benefits, and feedback

Nice to have

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

Benefits

• Work with world-class coaches specializing in creativity, management, and more

About the company

Clay's mission is to be the engine companies use to grow to their full potential. The company provides data, infrastructure for personalized campaigns, and AI agents to help grow businesses.