Product Support Manager
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Job Description
Lead a dedicated product support team at Clay, ensuring exceptional support for diverse customers and driving improvements. Engage with innovative enterprises, startups, and SMBs for product value maximization.
Responsibilities:
- 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.
- Ensure that the team is accountable to performance metrics, including but not limited to, first contact resolution and CSAT (90%+).
- 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 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:
- 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.
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