Note: The job is a remote job and is open to candidates in USA. Clarus Technology is harnessing intelligence to create a more connected future for pet health and transform how pet insurance operates. The Sr. Manager, Technical Customer Support leads customer support operations, manages escalations, develops the support team, and drives cross-functional improvements in service quality, customer satisfaction, and operational efficiency.
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
Skills
- * 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
- * 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
- * Bachelor's degree or equivalent work experience in Contact Center, Customer Support, Customer Success, Technical Support, or related operational leadership areas
- * Bachelor's degree preferred
- * Experience with Jira, Confluence, Salesforce Service Cloud, defect triage, escalation workflows, and basic software development concepts preferred
Benefits
- Remote work arrangement in the USA
- Healthcare
- Parental leave
- Opportunities for career advancements
- 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
- Pet friendly office environment
- Commuter Benefits
- Group Pet Insurance
- On the job training and skills development
- Employee Assistance Program (EAP)
Company Overview