Product Support Specialist

claylabs; San Francisco (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Claylabs is looking for a Product Support Specialist in San Francisco, California, to work closely with customers of all sizes, from enterprises to startups. In this role, you'll ensure customers maximize their experience with the product by providing hands-on support and valuable insights.

The ideal candidate will have a technical background and a passion for customer service. Responsibilities include gathering feedback, creating resources, and collaborating with cross-functional teams to improve product offerings.

Qualifications

• Technical background for resolving product-related issues.
• Demonstrated experience in customer support.
• Strong communication skills for diverse audiences.

Responsibilities

• Provide hands-on support to customers, enabling product use.
• Analyze feedback to drive product improvements.
• Create guides and documentation based on user needs.
• Collaborate with teams to enhance customer experience.

Skills

Technical skills

Customer focus

Communication

Proactivity

Job description

Product Support Specialist @ Clay

Our customers, ranging from enterprises to startups and SMBs, are among the most innovative operators out there! As a Product Support Specialist, you play a pivotal role in collaborating closely with our customers, ensuring they maximize the value of our product.

This role offers an exceptional opportunity for individuals with a passion for customer support and a strong technical background to excel. Your primary responsibility will be to address customer needs and provide exceptional support. Using your technical expertise, you will deliver tailored solutions to enhance the overall customer experience and bridge the gap between customer needs and our product offerings. As a front‑line representative, you will also play a critical role in providing valuable feedback to our product teams, sharing insights on user experiences, challenges, and preferences.

What You’ll Do

• Interact closely with a diverse range of customers, including enterprises, startups, and SMBs, providing hands‑on support to help them maximize the use of the product.
• Gather and analyze customer feedback to identify common issues and areas for product improvement, ensuring that user insights contribute directly to product development.
• Create informative and engaging content based on common user needs and feedback, which could include guides, FAQs, and best practice documentation to enhance user experience and product understanding.
• Collaborate with various teams across Clay including product, engineering and data to help provide a stellar customer experience.

What You'll Bring

• You have a technical background: Ideally, 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.
• You thrive in a dynamic, fast‑paced environment: You are excited about the opportunity to work in an early‑stage company where you can have a significant impact on the product and business.
• You are proactive about using insights to drive improvements: You are adept at gathering feedback, analyzing it for patterns, and using those insights to make informed suggestions for product enhancements.