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 issuesRequirements:
- 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 trackingMake 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