Product Support Manager

About Clay

Our mission is to help organizations turn any growth idea into reality.

We see growth as a creative practice not a formula. Finding and reaching your best-fit customers takes unique ideas and constant iteration. As AI makes execution faster and tactics easier to copy creativity is the only lasting advantage. Were already helping thousands of customers including Anthropic Notion Google and Ramp go to market with unique data signals and AI research.

In 2025 we crossed $100M in revenue and raised a $100M Series C at a $5B valuation backed by world-class investors including Sequoia CapitalG and First Round. We also completed our second employee tender offer and launched a community equity round for our customers agency partners and club members.

Some things to know about us:

• Our community includes 11000 customers 150 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 for free 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 .

Hear from our employees directly on our Glassdoor page!

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 Youll 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 Youll 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 Points

• Deep knowledge of support ops tooling including Intercom Linear and Rootly.

• Data analysis and reporting ability (SQL Python R etc.)

Required Experience:

Manager