Product Support Manager

About Clay

Clay is dedicated to transforming every growth concept into reality by viewing growth as a creative journey rather than a fixed formula. The company supports thousands of clients including Anthropic, Notion, Google, and Ramp by leveraging unique data, signals, and AI research. In recent years, Clay has achieved significant milestones, including a $100M Series C funding round, surpassing $100M revenue, and reaching a $5B valuation. Its community boasts over 11,000 customers and extensive partnerships along with a vibrant cultural environment featuring an eclectic mix of team member passions and interests.

Role Overview

The Product Support Manager will lead a specialized team of support experts that cater to a wide-ranging clientele from startups to established enterprises. This leadership role focuses on empowering the team, ensuring customers derive maximum value from Clay’s offerings, and fostering continuous enhancement of support strategies and systems.

Key Responsibilities

• Recruit, integrate, and nurture a high-performing product support team prioritizing career advancement and efficient resource management.
• Ensure team attainment of monthly performance goals, emphasizing metrics such as first contact resolution and customer satisfaction exceeding 90%.
• Manage and refine human support processes including the segmentation and prioritization of customer queues to boost efficiency.
• Interpret customer feedback to detect patterns and advise product and engineering teams for product improvements and strategic adaptations.
• Collaborate with product and engineering departments to synchronize support activities with product developments and lead the team in managing escalation and urgent cases.

Qualifications

• Demonstrated leadership experience in managing teams within dynamic, fast-growth startup settings.
• Strong technical proficiency to grasp and address product issues effectively, with the capability to develop coding solutions when needed.
• Exceptional customer orientation with a proven ability to understand customer needs and provide outstanding service.
• Advanced communication skills capable of clearly conveying ideas, product advantages, and customer feedback across diverse audiences.

Additional Preferred Skills

• Expert knowledge in support operations tools such as Intercom, Linear, and Rootly.
• Competency in data analysis and reporting using tools and languages including SQL, Python, or R.