Sr. Manager, Technical Customer Support

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 a subsidiary of Doubtless. 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.

Job Summary:

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  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.

Job Location:

Remote – USA

Main 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,…