Product Support Manager

Job description

ABOUT CLAY Our mission is to help organizations turn any growth idea into reality. We see growth as a creative practice, not a formula. Finding and reaching your best-fit customers takes unique ideas and constant iteration. As AI makes execution faster and tactics easier to copy, creativity is the only lasting advantage. We're already helping thousands of customers https://clayrun.notion.site/Wall-of-Love-b243f2b67607438b9fad99341e6b8d47 — including Anthropic, Notion, Google, and Ramp — go to market with unique data, signals, and AI research. In 2025, we raised a $100M Series C https://www.nytimes.com/2025/08/05/business/dealbook/clay-ai-marketing-fundraise.htmlbacked by world-class investors including Sequoia, CapitalG, and First Round — and crossed $100M in revenue. In 2026, we announced our second employee tender offer https://www.nytimes.com/2026/01/28/business/dealbook/clay-start-up-tender-offers.html in 9 months at a new $5B valuation. We also launched a community equity round https://www.clay.com/blog/community-equity-offering, for our customers, agency partners, and club members. Some things to know about us: - Our community http://community.clay.com includes 11,000+ customers, 150+ integration partners, 125+ agencies, 50+ Clay clubs https://luma.com/claylive, and 30k members on Slack. - Our culture https://nextplayso.substack.com/p/spotlight-clay is unique inside and outside of work. Our team members are also DJs, activists, writers, clowns, marathoners, skydivers, psychedelic therapists, social workers, and more. - All employees can work for free with world-class coaches who specialize in creativity, management, and more. - Our operating principles — including negative maintenance and non-attached action — guide our work. Read more about them here https://cdn.prod.website-files.com/61477f2c24a826836f969afe/685d83a71452245cc1129791_4d770abfd83e276ec15315a2e06945bd_Clay2025_OperatingPrinciples.pdf. - Read about us in the NYT https://www.nytimes.com/2025/08/05/business/dealbook/clay-ai-marketing-fundraise.html, Forbes http://google.com/search?q=forbes+clay&rlz=1C5OZZY_enUS1155US1155&oq=forbes+clay&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIHCAEQABiABDIHCAIQABiABDIHCAMQABiABDIHCAQQABiABDIHCAUQABiABDIHCAYQABiABDIHCAcQABiABDIHCAgQABiABDIHCAkQABiABNIBBzkzM2owajSoAgOwAgHxBVAe8UAxJx_p&sourceid=chrome&ie=UTF-8, First Round Review https://review.firstround.com/podcast/inside-clays-unconventional-path-to-1-25b/, and more https://www.clay.com/press. Hear from our employees directly on our Glassdoor https://www.glassdoor.com/Overview/Working-at-Clay-EI_IE9850794.11,15.htm page! PRODUCT SUPPORT MANAGER @ CLAY You will lead a dedicated team of support specialists who engage with our diverse customer base, from innovative enterprises to agile startups and SMBs. Your leadership will be crucial in ensuring our customers maximize the value of our products while providing exceptional support and driving continuous improvement. WHAT YOU’LL DO: - 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. WHAT YOU’LL BRING - 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.)