Product Support Manager

About Clay
Clay is a creative tool for growth. Our mission is to help businesses grow - without huge investments in tooling or manual labor. We're already helping over 100,000 people grow their business with Clay. From local pizza shops to enterprises like Anthropic and Notion, our tool lets you instantly translate any idea that you have for growing your company into reality. We're looking for sharp, low-ego people to help us turn every business's creative ideas into a reality. Check out our wall of love to learn more about the product.
Why is Clay the best place to work in New York?

• Customers love the product (100K+ users and growing)
• We're growing a lot (10x YoY for the past two years)
• Incredible culture (our customers keep applying to work here)
• In-person work (beautiful office space in Flatiron)
• Well-resourced (raised a Series B in June 2024 from investors like Sequoia and Meritech)

As a 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:

• Deep knowledge of support ops tooling, including Intercom, Linear and Rootly.
• Data analysis and reporting ability (SQL, Python, R, etc.)

Life @ Clay
Based out of a central office on 19th Street in Manhattan's Flatiron District. We love the energy of in-person collaboration while also offering the flexibility to work from home when needed.

• Competitive salary and role trajectory: Roles, responsibilities, and comp grow as we do
• Health insurance: Fully funded, high quality health, dental & vision coverage (including 80-100% therapy coverage)
• Visa sponsorship: We get it - it's an arduous process, but we're not scared of it
• Paid time off: We expect team members to take at least 3 weeks fully-disconnected per year, with a flexible vacation policy beyond that
• Free lunch: Lunch is provided in office every day
• Parental leave & fertility support: IVF fertility benefits, egg freezing, and 4 months of paid parental leave

Learn more about Clay and what it's like to work with us right here!