Product Support Manager

Clay Labs Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• Lead a dedicated team of support specialists who engage with our diverse customer base, from innovative enterprises to agile startups and SMBs.
• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• Competitive salary
• Comprehensive benefits package
• Opportunities for professional growth and development
• Flexible work arrangements
• Access to cutting-edge technology and tools
• Collaborative and dynamic work environment

Skills & Technologies

Python

Onsite

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Clay Labs Inc.

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About Clay Labs Inc.

Clay Labs offers a no-code platform that aggregates public and proprietary data to build lead lists, automate outbound campaigns, and enrich CRM records. It pulls from 75+ data sources, applies AI filters, and integrates with tools like Salesforce, HubSpot, and Slack. The company targets go-to-market teams seeking faster prospect research and personalized outreach at scale.

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