Product Support Specialist

About the role

Clay is on a mission to help organizations turn any growth idea into reality, treating growth as a creative practice rather than a formula. The company is already supporting thousands of customers, including Anthropic, Notion, Google, and Ramp, by providing unique data, signals, and AI research to help them go to market. As a Product Support Specialist, you will serve as a front-line representative who works directly with customers to ensure they extract maximum value from the product. This role sits at the intersection of technical problem-solving and customer relationship building, making it ideal for someone who enjoys both hands-on troubleshooting and meaningful human connection. You will also act as a bridge between customer experiences and internal product teams, sharing insights that shape the direction of the platform.

Key facts

What you'll do

• Work directly with enterprise, startup, and SMB customers to help them get the most out of the product on a daily basis.
• Identify recurring customer issues and patterns by analyzing support tickets and direct conversations with users across all segments.
• Produce clear and engaging documentation such as guides, FAQs, and best-practice articles that help users understand and leverage the product effectively.
• Partner with the product team to translate customer feedback into actionable insights that inform future feature development and improvements.
• Coordinate with engineering and data teams to troubleshoot complex technical issues and ensure timely resolution for customers.
• Serve as the primary point of contact for customers seeking guidance on product capabilities, workflows, and integrations.
• Develop and maintain internal knowledge bases that empower the support team to resolve issues quickly and consistently.
• Participate in cross-functional meetings to share customer perspectives and advocate for user needs across the organization.
• Conduct onboarding sessions and training calls with new customers to accelerate their time to value and adoption.
• Monitor customer satisfaction metrics and proactively reach out to users who may be struggling or at risk of churn.
• Contribute to the refinement of support processes by suggesting workflow improvements based on firsthand customer interactions.
• Represent the customer voice in internal discussions, ensuring that real-world usage patterns and challenges remain central to product decisions.

Requirements

• You bring a strong technical foundation that allows you to understand product functionality and troubleshoot issues with confidence.
• You have demonstrated experience working directly with customers in a support or account management capacity.
• You communicate ideas clearly and persuasively, both in writing and verbally, to audiences with varying levels of technical expertise.
• You are comfortable operating in a fast-paced, early-stage environment where priorities shift quickly and initiative matters.
• You can create content such as documentation, guides, and FAQs that are informative and accessible to a broad audience.
• You have the ability to gather, organize, and analyze customer feedback to surface meaningful trends and improvement opportunities.
• You collaborate effectively with engineers, product managers, and data professionals across multiple teams.
• You are genuinely passionate about helping customers succeed and take ownership of their experience with the product.

Nice to have

• Familiarity with data tools, APIs, or integration platforms that are commonly used in modern SaaS products.
• Experience working with AI-powered features or machine-learning-based products in a support or customer-facing role.
• Background in creating video tutorials, walkthroughs, or other multimedia content that enhances user understanding.
• Exposure to community-building activities or customer advocacy programs that foster engagement and loyalty.

Skills & tools

• Proficiency with customer relationship management platforms for tracking interactions and managing support workflows.
• Strong written and verbal communication skills for crafting documentation and delivering clear explanations to users.
• Ability to use collaboration tools such as Slack and Notion to coordinate with internal teams and share knowledge.
• Familiarity with data analysis techniques to identify patterns in customer behavior and support trends.
• Comfort with basic troubleshooting and diagnostic processes to resolve technical issues independently.
• Experience with content management systems or knowledge base platforms to publish and maintain support articles.

Practical notes

• This role is based in New York and requires on-site presence at the company's office during regular business hours.
• The position is full-time with a standard work schedule, though flexibility may be available depending on team needs.
• Clay offers all employees access to world-class coaches who specialize in creativity, management, and personal development at no cost.
• The company operates under unique principles such as negative maintenance and non-attached action, which shape how teams work together.
• Employees are part of a vibrant community that includes over 11,000 customers, 150 integration partners, 125 agencies, and 30,000 Slack members.
• Clay has raised a $100 million Series C in 2025 and reached a $5 billion valuation following its second employee tender offer in early 2026.

About the company

• Our community http://community. clay. com includes 11,000+ customers, 150+ integration partners, 125+ agencies, 50+ Clay clubs https://luma.