Sr. Manager, Technical Customer Support
About The Position
At Clarus, we are harnessing intelligence to propel pet health towards a brighter, smarter, more connected future. A future where information flows freely across caregivers & care environments, insights are more instant and actionable, and financial decisions are empowered. For us, that future starts by fundamentally changing how pet insurance operates. We’re engineering systems that decomplexify coverage and facilitate reimbursement—so more pets can get the care they deserve. Our team of pet industry veterans and passionate pet people come from across the tech and health continuums. Together, we’re openly challenging industry convention in service of creating totally new possibilities. Which is why our culture is built on the values of curiosity, entrepreneurship, humility and fierce collaboration. Clarus is seeking a Sr. Manager – Technical Customer Support to oversee customer communications and serve as the senior escalation point for complex, business-critical, or high-risk matters. In this role, you will oversee, resolve, or triage complex support cases with a strong sense of urgency, partnering closely with product development, cloud, engineering, and business stakeholders to ensure effective resolution, identify recurring trends, and influence prioritization decisions that improve operational performance. Our ideal candidate is an advanced communicator and problem solver with well-developed technical troubleshooting expertise, strong judgment, and the ability to operate with broad latitude in a fast-paced customer support environment. This candidate should be highly proficient with customer support software, CRM platforms, ticketing systems, and escalation management practices. Success is measured by the role’s ability to improve service quality, customer satisfaction, response and resolution performance, team capability, operational efficiency, organizational effectiveness, and scalable support outcomes across the customer support function.
Requirements
- Advanced customer support experience in a technical product, SaaS, veterinary technology, fintech, insurance, or related environment
- Demonstrated ability to handle complex customer situations with sound judgment, urgency, professionalism, and active listening
- High proficiency with CRM systems, ticketing platforms, knowledge base tools, reporting dashboards, and relevant technical support practices
- Excellent written and verbal communication skills, including the ability to translate technical issues into clear customer-facing language
- Able to establish priorities, manage escalations, analyze trends, and drive resolution across multiple stakeholders while balancing customer and business objectives.
- Bachelor’s degree preferred; equivalent combination of education and advanced technical customer support leadership experience considered.
- 12+ years of progressive experience in technical customer support, customer success operations, contact center escalation, or related customer-facing technology environments
- Experience leading customer support teams, programs, or functions with accountability for service quality, operational performance, customer satisfaction, continuous improvement outcomes, and support strategy execution.
- Strong data analysis skills with the ability to interpret support trends, escalation drivers, and operational metrics to inform decisions
- Experience leading change across policies, processes, tools, workflows, or cross-team collaboration models
- Deep technical product knowledge and strong customer, team, and executive communication skills
- Experience with Jira, Confluence, Salesforce Service Cloud, defect triage, escalation workflows, and basic software development concepts preferred
- Bachelor’s degree or equivalent work experience in Contact Center, Customer Support, Customer Success, Technical Support, or related operational leadership areas
Nice To Haves
- Experience with Jira, Confluence, Salesforce Service Cloud, defect triage, escalation workflows, and basic software development concepts preferred
Responsibilities
- Lead customer support operations across Clarus Technology and Bitwerx, ensuring timely, accurate, and customer-centered resolution through phone, email, CRM software, web forms, and social media channels
- Own the customer support operating model, including workflows, escalation frameworks, service standards, tooling improvements, reporting, and continuous improvement initiatives.
- Lead, coach, and develop Customer Support team members, building technical capability, customer-centric behaviors, and operational effectiveness.
- Establish and evolve the customer support strategy, service standards, and escalation practices to improve customer outcomes and support scalability.
- Establish team goals, service-level objectives, operating metrics, and performance standards, using support analytics to drive resource allocation and continuous improvement.
- Provide advanced, knowledgeable responses about products, services, pricing, onboarding scheduling, response timing, and technical issue resolution
- Own escalation KPIs, ticket prioritization, and end-to-end escalation management with Development, Cloud, SysOps, and other cross-functional partners
- Drive cross-functional alignment with Development, Cloud, Engineering, Product, Sales, and Marketing teams, influencing prioritization, resourcing, and customer experience improvements.
- Exercise independent judgment to determine appropriate escalation paths, resolution ownership, and customer communication strategy for complex or high-risk issues
- Compose thoughtful, accurate, and executive-ready customer communications, tailoring prepared responses when needed to address sensitive or complex situations
- Ensure customer records, escalation history, and resolution notes are accurately documented in CRM and ticketing systems to support reporting, trend analysis, and continuity of service
- Develop, maintain, and improve knowledge base content for evolving products, services, workflows, and frequently recurring technical issues
Benefits
- Comprehensive full medical, dental and vision Insurance
- Basic Life Insurance at no cost to the employee
- Company paid short-term and long-term disability
- 12 weeks of 100% paid Parental Leave
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Retirement savings plan
- Personal Paid Time Off
- Paid holidays and company-wide Wellness Day off
- Paid time off to volunteer at nonprofit organizations
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
