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 setting. 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.
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📌 Customer Support Manager at Pontosense (Ontario)
🏢 Pontosense
📍 Ontario