Product Support Manager

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.

Product Support, Customer Service Management, Artificial Intelligence (AI), Campaigns, Business-to-Business (B2B), Data Collection, Juniper Networks M-Series, Slack, Social Work, Writing Skills, * 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.)

About Clay

AI is unleashing the biggest wave of company creation in history. Clay’s mission is to be the engine those companies use to grow to their full potential.

Clay predicts the next best action for your business and then helps you take it. We started by aggregating the best data for B2B companies. Then, we built the infrastructure to run any personalized campaign on top of it, including emails, ads, landing pages, and workflows that make reps more productive. Now, we’re building agents that can help grow your company for you. We’re already helping thousands of customers - including Anthropic, OpenAI, Google, and Visa - go to market with unique data, signals, and AI research.

In 2026, we raised a $115M Series D at $7.1B Valuation led by Wellington - and are on track to cross $200M in revenue this quarter. We also launched a $1M Scholarship fund for GTME Education.

Some things to know about us:

• Our community includes 17,000+ customers, 200+ integration partners, 125+ agencies, 50+ Clay clubs, and 30k members on Slack.
• Our culture 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 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.
• Read about us in the NYT, Forbes, First Round Review, and more.