Sr. Manager, Technical Customer Support

Clarus is seeking a Sr. Manager – Technical Customer Su pport 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.

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

Interview Technology Notice: Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process. By continuing with the interview, you consent to this use.

Text Messaging Notice: If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply. You may opt out of text communications at any time by replying “STOP.”

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All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

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)

Interview Technology Notice:

Please note that phone and video interviews or screenings may be recorded and transcribed using interview technology to support our recruitment process.

By continuing with the interview, you consent to this use.

Text Messaging Notice:

If you provide a mobile phone number, you may receive job-related communications via text message. Message and data rates may apply.

You may opt out of text communications at any time by replying “STOP.”