Claylabs

Claylabs

Product Support Manager

San Francisco

Sponsorship not specifiedDetected 2 days ago
PythonSQLData AnalysisIntercomLeadership

About the role

  • We see growth as a creative practice, not a formula.
  • As AI makes execution faster and tactics easier to copy, creativity is the only lasting advantage.
  • In 2025, we raised a $100M Series C https://www.nytimes.com/2025/08/05/business/dealbook/clay-ai-marketing-fundraise.htmlbacked by world-class investors including Sequoia, CapitalG, and First Round - and crossed $100M in revenue.

Responsibilities

  • 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.
  • Deep knowledge of support ops tooling, including Intercom, Linear and Rootly.
  • 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.
  • Own and optimize all aspects of human support, including queue segmentation and prioritization to streamline customer interactions and ensure efficient issue resolution.
  • Analyze customer feedback to identify trends and provide valuable insights for product improvements and support strategy adjustments.
  • 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 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.

Benefits

  • We also launched a community equity round https://www.clay.com/blog/community-equity-offering, for our customers, agency partners, and club members.
  • 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.

Company info

  • Our community http://community.clay.com includes 11,000+ customers, 150+ integration partners, 125+ agencies, 50+ Clay clubs https://luma.com/claylive, and 30k members on Slack.
  • Our culture https://nextplayso.substack.com/p/spotlight-clay 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 https://cdn.prod.website-files.com/61477f2c24a826836f969afe/685d83a71452245cc1129791_4d770abfd83e276ec15315a2e06945bd_Clay2025_OperatingPrinciples.pdf.
  • Read about us in the NYT https://www.nytimes.com/2025/08/05/business/dealbook/clay-ai-marketing-fundraise.html, Forbes http://google.com/search?q=forbes+clay&rlz=1C5OZZY_enUS1155US1155&oq=forbes+clay&gs_lcrp=EgZjaHJvbWUyBggAEEUYOTIHCAEQABiABDIHCAIQABiABDIHCAMQABiABDIHCAQQABiABDIHCAUQABiABDIHCAYQABiABDIHCAcQABiABDIHCAgQABiABDIHCAkQABiABNIBBzkzM2owajSoAgOwAgHxBVAe8UAxJx_p&sourceid=chrome&ie=UTF-8, First Round Review https://review.firstround.com/podcast/inside-clays-unconventional-path-to-1-25b/, and more https://www.clay.com/press.
  • Hear from our employees directly on our Glassdoor https://www.glassdoor.com/Overview/Working-at-Clay-EI_IE9850794.11,15.htm 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.
Apply directly at Claylabs →Create a free account for alerts like thisView Claylabs immigration profile

This listing is sourced directly from Claylabs's careers page and normalized into a canonical job model.