Lead the customer care initiative as a Senior Customer Support Manager at Pontosense, focusing on creating impactful experiences for users. This role is designed for those ready to build and optimize support functions in a growing setting.You will be at the helm of customer support operations for both B2B and D2C offerings, establishing processes that emphasize empathy and efficiency. With your robust background, you’ll manage a team, analyze metrics, and work alongside key departments to elevate the customer journey throughout your tenure.Key Responsibilities:
- Develop a scalable and empathetic customer experience
- Create workflows and standards for support functions
- Recruit and mentor a high-performing support team




- Monitor customer satisfaction and resolution metrics
- Resolve escalated customer issues and identify solutionsRequirements:
- 5+ years of customer support experience, including management
- Background in hardware or SaaS with B2B and B2C exposure
- Demonstrated success in process building
- Familiarity with Zendesk or comparable systems
- Data-driven mindset for informed decision-makingElevate your career while helping Pontosense deliver top-tier support for its valued customers.#J-18808-Ljbffr

📌 Pontosense Senior Support Manager Opportunity (Toronto)
🏢 Pontosense
📍 Toronto