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 workplace. 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
Robust analytical skills for performance tracking Make a difference in customer support by leading teams at Pontosense and enhancing the user experience.

📌 Customer Support Management Role At Pontosense Toronto
🏢 Pontosense
📍 Toronto