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 workplace. 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