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ClayClaySan Francisco, CA

Product Support Manager

Leads and develops a product support team, optimizing support operations, customer outcomes, escalations, and feedback loops with product and engineering. Requires people-management experience, technical product troubleshooting ability, strong customer focus, and excellent communication.

140k – 170k/yr
HybridCustomer Success

About the role

Responsibilities

  • Lead, mentor, and manage a team of product support specialists, focusing on career growth, hiring, onboarding, and workforce capacity planning.
  • Hold the team accountable to support metrics, including first-contact resolution and 90%+ CSAT.
  • Own and optimize human-support operations, including queue segmentation and prioritization.
  • Analyze customer feedback, identify trends, and provide insights to product and engineering teams.
  • Coordinate support initiatives with product updates and lead responses to escalations and high-priority incidents.

Requirements

  • Proven experience managing teams in fast-paced environments, particularly early-stage companies.
  • Technical background enabling effective investigation and resolution of product issues, including coding solutions when necessary.
  • Strong customer focus and a track record of delivering exceptional service.
  • Excellent written and verbal communication skills, including the ability to explain product benefits, communicate feedback, and create content for varied audiences.

Nice to Have

  • Experience with support operations tools such as Intercom, Linear, and Rootly.
  • Data analysis and reporting experience using SQL, Python, or R.

Compensation and Benefits

  • Annual base salary range: $140,000–$170,000.
  • Employees can work for free with world-class coaches specializing in creativity, management, and more.

Skills

IntercomLinearrootlySQLPythonRworkforce managementCustomer Supportfirst contact resolutioncsat

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