Remote Senior Manager, Technical Customer Support

Independence Pet Group; Illinois; Remote; USD 124,000 - 155,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Paid time off

Dental and vision insurance

Retirement plan

Job summary

Clarus is seeking a Sr. Manager – Technical Customer Support to oversee customer communications and act as the senior escalation point for complex, high-risk issues.

You will coordinate with product development, cloud, engineering, and business stakeholders to resolve problems and identify recurring trends. The ideal candidate excels in advanced technical troubleshooting, uses CRM/ticketing systems proficiently, and leads a team to improve service quality and customer satisfaction in a

Qualifications

• Advanced experience in technical customer support, preferably SaaS or veterinary tech.
• Strong written and verbal communication; ability to translate complex issues for executives.
• Experience leading support teams and driving continuous improvement.

Responsibilities

• Lead customer support operations across Clarus Technology and Bitwerx; ensure timely, customer-centered resolutions.
• Coach and develop team members; establish SLAs and performance metrics.
• Drive cross-functional alignment with Development, Cloud, Engineering, Product, Sales and Marketing.

Skills

Advanced support

CRM proficiency

Communication skills

Data analysis

Leadership

Education

Bachelor's degree

Tools

Jira

Confluence

Salesforce Service Cloud

Job description

Clarus is seeking a Sr. Manager – Technical Customer Support to oversee customer communications and act as the senior escalation point for complex, high-risk issues.

You will coordinate with product development, cloud, engineering, and business stakeholders to resolve problems and identify recurring trends. The ideal candidate excels in advanced technical troubleshooting, uses CRM/ticketing systems proficiently, and leads a team to improve service quality and customer satisfaction in a