Drive customer satisfaction as the Senior Customer Support Manager at Pontosense, a quick-growing privacy-first tech firm. Utilize your leadership skills to build and scale support operations in a hybrid work environment.

This role will empower you to make a significant impact on both B2B and D2C customer journeys. You’ll design a support structure, recruit and onboard a skilled team, and manage key performance metrics. Collaborate with Product and Operations to resolve customer challenges while constantly improving the service experience.

Key Responsibilities: • Craft a customer support experience that scales • Establish procedures and standards for the support team • Coach and develop support staff to excel • Manage and analyze key support metrics for improvements • Serve as the main escalation point for customer issues

Requirements: • Minimum 5 years of customer support experience • 2+ years in a management position • Familiarity with B2B and B2C support • Experience with Zendesk or similar support tools • Strong analytical skills for performance tracking

Make a difference in customer support by leading teams at Pontosense and enhancing the user experience. #J-18808-Ljbffr

📌 Customer Support Management Role at Pontosense (Toronto)
🏢 Pontosense
📍 Toronto