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Product Support Manager

Clay· 700 - CX
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Hybrid (San Francisco)$140k - $170kFull-timePosted 8mo ago

About the role

Lead a dedicated product support team to engage with Clay’s diverse customer base, drive exceptional support, and continuously improve processes and product feedback loops.

Responsibilities

  • 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.

Qualifications

  • 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.

Skills

Required:Leadership and people managementTechnical understanding of product issuesCustomer-focused communication
Last updated Sep 16, 2026. Interested? Apply on the company site.
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About Clay

Figma for 3D design

We build software to allow anyone, anywhere to create in 3D together. We believe that collaborating in 3D should feel magical and we're working to make it happen.

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