Lead customer support for Pontosense in a hybrid role from Toronto or Waterloo. Drive improvements in response times and cultivate a team-focused on quality service. In this full time role, you will manage customer support for both Pontosense and Silvie.

Collaborate closely with the Head of Customer Success, overseeing incoming tickets while ensuring a responsive and kind support environment. Your leadership will enable the BPO team to thrive, as you establish strategies that elevate customer satisfaction across 24 countries. Key Responsibilities:

- Manage the BPO support team and ticket resolution process
- Develop playbooks and metrics to enhance support efficiency
- Analyze support trends to inform product improvements
- Elevate customer experience for families and care organizations
- Foster a supportive team culture that retains talent Requirements:
- Proven experience leading remote or BPO support teams
- Ability to establish tickets, queues, and performance metrics
- Exceptional communication skills with customers
- Commitment to team development and welfare
- Adaptability in a rapidly growing environment Shape the standard for customer support at Pontosense, making a real difference in people's lives.

📌 Customer Support Manager at Pontosense (Toronto)
🏢 Pontosense
📍 Toronto