Product Support Manager

Clay
London
Workplace: RemoteFull timeFunction: Communications, PR & CommunitySkills: ["Leadership","Communication","Customer-focus","Problem-solving"]

Lead and mentor a dedicated product support team to maximize customer value and drive continuous improvement. Own performance metrics (CSAT, first contact resolution), optimize support workflows, translate customer feedback into product insights, and coordinate cross-functional incident responses in a fast-paced, early-stage SaaS environment.

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FursaFursa
Clay
Clay
7 months ago

Product Support Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead and mentor a dedicated product support team to maximize customer value and drive continuous improvement. Own performance metrics (CSAT, first contact resolution), optimize support workflows, translate customer feedback into product insights, and coordinate cross-functional incident responses in a fast-paced, early-stage SaaS environment.
Location: London
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Hire, onboard and mentor the product support team to support career growth, hiring great talent, and optimizing capacity.
  • •Ensure the team hits monthly support targets, with metrics such as first contact resolution and CSAT (90%+).
  • •Own and optimize all aspects of human support, including queue segmentation and prioritization for efficient issue resolution.
  • •Analyze customer feedback to identify trends and provide insights for product improvements and support strategy adjustments.
  • •Collaborate with product and engineering to align support initiatives with product updates and coordinate escalations and high-priority incidents.

Key Requirements

  • •Must have managed teams in fast-paced environments, especially in early-stage companies.
  • •Demonstrated ability to hire, onboard and mentor staff and optimize team capacity.
  • •Technical background enabling understanding of product issues and coding when necessary.
  • •Strong customer-focus with a track record of delivering exceptional service.
  • •Excellent communication skills to articulate ideas and feedback internally and externally.
Experience:SaaS
Skills:LeadershipCommunicationCustomer-focusProblem-solving
Tech Stack:IntercomLinearRootlySQLPythonR

Company Brief

Clay
Provides a go-to-market development environment combining AI agents and 100+ data integrations to help growth teams source, enrich, and act on customer data for personalized outreach, CRM enrichment, and automated GTM workflows.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series B
Headquarters: New York, United States
Founded: 2019
WebsiteLinkedIn