- Experiência
- Qualquer
- Salário
- USD 140,000 – USD 170,000 / year
- Vagas
- 1
- Publicado
- há 4 horas
- Modo de trabalho
- No escritório
- Retomar
- Obrigatório candidatar-se
Onde você trabalhará
Descrição da vaga
About Clay
Clay is dedicated to enabling organizations to transform any growth concept into reality. Emphasizing growth as a creative endeavor rather than a rigid method, Clay supports acquisition of ideal customers through innovative ideas and continual refinement. Powered by AI, Clay assists thousands of clients including Anthropic, Notion, Google, and Ramp in launching market strategies using distinct data, signals, and research.
Noteworthy milestones include a $100M Series C funding round in 2025 led by top investors such as Sequoia, CapitalG, and First Round, surpassing $100 million in revenue, followed by a 2026 employee tender offer, community equity rounds, and a valuation of $5 billion. The vibrant community comprises over 11,000 customers, 150 integration partners, more than 125 agencies, 50 Clay clubs, and 30,000 Slack members. Clay fosters a diverse culture with team members engaging in varied pursuits from art to therapy, supported by world-class coaching and guided by unique principles like negative maintenance and non-attached action.
Role Overview - Product Support Manager
As Product Support Manager, you will oversee a focused team of support experts serving a wide-ranging clientele from startups to enterprises. Your leadership will be key to maximizing product value for customers, delivering outstanding support, and fostering continuous enhancement.
Key Responsibilities
- Lead recruitment, onboarding, and coaching initiatives to build an exceptional product support team, emphasizing individual career progression and efficient workforce utilization.
- Drive the team to achieve monthly targets, ensuring accountability for metrics including first contact resolution and achieving customer satisfaction scores above 90%.
- Manage and refine all human-driven support workflows, including prioritization and segmentation of support queues to optimize response efficiency and issue resolution.
- Extract and analyze customer insights to identify patterns, facilitating continuous feedback to engineering and product teams for improvements and adjustments in support strategies.
- Collaborate cross-functionally with product and engineering departments to synchronize support efforts with product releases, and lead incident management during escalations or priority events.
Essential Qualifications
- Demonstrated leadership experience managing teams in dynamic, especially early-stage business contexts, successfully driving team performance and growth.
- Solid technical foundation enabling effective understanding and resolution of product-related inquiries, including capability to develop coded solutions when applicable.
- Strong customer orientation with proven success in addressing client needs and providing superior service quality.
- Excellent communication skills allowing for clear articulation of ideas, conveying product advantages and feedback to diverse internal and external audiences, and content creation tailored to different stakeholders.
Preferred Additional Skills
- Expertise with support operation platforms such as Intercom, Linear, and Rootly.
- Proficiency in data analytics and reporting tools including SQL, Python, or R.
Compensation Details
The salary for this position ranges between 140000 and 170000 USD annually.