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 workplace Shape the standard for customer support at Pontosense, making a real difference in people's lives.

📌 Customer Support Manager At Pontosense Toronto
🏢 Pontosense
📍 Toronto