# Product Support Manager

**Company:** [Clay](https://hotfix.jobs/companies/clay)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $140k – $170k/yr
**Skills:** Intercom, Linear, rootly, SQL, Python, R, workforce management, Customer Support, first contact resolution, csat
**Posted:** 2026-07-20

> 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.

## Job Description

## 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.

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**Canonical:** https://hotfix.jobs/jobs/c471a82b-10dd-469c-9678-92d641a74da4