Senior Customer Support Manager

Pontosense; Toronto; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Health and wellness coverage

Flexible hybrid work environment

Job summary

Pontosense is seeking a Senior Customer Support Manager to design, lead, and scale our customer support function across B2B and D2C channels. You will own the strategy, process, and end-to-end experience, reporting to senior leadership and partnering with Product, Sales, and Operations.

Ideal candidates have 5+ years in customer support with at least 2 years in management, a track record building support teams in fast-growth environments, and expertise with Zendesk or Intercom.

Qualifications

• 5+ years in customer support, with at least 2 years in a management or team lead role.
• Experience supporting both B2C and B2B customers, ideally in hardware or SaaS.
• Proven ability to build support processes and teams in early‑stage or scaling environments.
• Hands-on with Zendesk, Intercom, or comparable platforms.
• Strong data orientation to track and act on metrics.
• Clear, calm communicator with ownership and low ego.
• Comfortable with ambiguity and able to move without a playbook.

Responsibilities

• Design a scalable customer support experience that is efficient and empathetic.
• Build the operational foundation: workflows, knowledge management, service standards, escalation paths, documentation.
• Recruit, onboard, coach, and develop a high-performing support team as demand grows.
• Own key support metrics: customer satisfaction, response times, resolution times, and service quality.
• Serve as primary escalation point for complex issues and identify longer-term fixes.
• Collaborate with Product, Engineering, Sales, and Ops to surface customer insights and improve product experience.
• Select and optimize tools and automations for team efficiency.
• Build dashboards to reveal customer trends and team performance for leadership.

Skills

Leadership experience

B2B & B2C support

Zendesk/Intercom

Data-driven decisions

Communication

Tools

Zendesk

Intercom

Job description

Pontosense is a privacy-first technology company building radar-based monitoring products that help older adults live safely and independently at home. Our technology detects falls, monitors vital signs, and provides peace of mind to families and care providers — without cameras or wearables. We operate two product lines: Silver Shield, our B2B solution deployed through care facilities and health networks, and Silvie, our direct-to-consumer product bringing the same technology to families at home. We are a company in active growth — expanding our team, scaling our products, and deepening our impact in a category that matters.

About the Role

We're hiring a Senior Customer Support Manager to build, own, and scale our customer support function — strategy, process, team, and the end-to-end customer experience across both our B2B and D2C channels. You’ll report directly to senior leadership and work closely with Product, Sales, and Operations to make sure the voice of the customer shapes how we build and grow. This role is built for someone who has stood up a support function before and wants to do it again, with real ownership over something that matters.

What You’ll Do

• Design a customer support experience that’s efficient, empathetic, and built to scale as the business grows.
• Build the operational foundation for support: workflows, knowledge management, service standards, escalation paths, and documentation.
• Recruit, onboard, coach, and develop a high‑performing support team as demand increases.
• Own key support metrics — customer satisfaction, response times, resolution times, and overall service quality.
• Act as the primary escalation point for complex customer issues, resolving them quickly while flagging opportunities for longer‑term fixes.
• Partner with Product, Engineering, Sales, and Operations to surface customer insights, improve the product experience, and remove friction from the customer journey.
• Select, implement, and optimize the tools, systems, and automations that let the support team operate efficiently.
• Build reporting and dashboards that give leadership visibility into customer trends, team performance, and where to improve next.

What You Bring

• 5+ years of customer support experience, including at least 2 years in a management or team lead role.
• Experience supporting both B2C and B2B customers, ideally at a hardware or SaaS company.
• A track record of building support processes and teams in an early‑stage or scaling environment.
• Hands‑on experience with Zendesk, Intercom, or a comparable support platform.
• A strong data orientation — you track what matters and use it to make decisions.
• A clear, calm communicator with high ownership and low ego.
• Comfortable with ambiguity and able to move without a playbook.

Why Join Pontosense

• Make a meaningful impact. Every interaction helps families, caregivers, and healthcare providers feel more confident using technology designed to keep older adults safe and independent.
• Grow with the business. Join a fast‑growing company where you'll have the opportunity to expand your team, take on new challenges, and evolve alongside the organization.
• Be part of a collaborative, mission‑driven team that values ownership, curiosity, and continuous improvement.
• Enjoy competitive compensation, comprehensive health and wellness coverage, and a flexible hybrid work environment.

Our Commitment

At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all. We value diversity and believe that everyone deserves an equal opportunity to succeed. If you have a disability or special need that requires accommodation during the hiring process, please let us know. We will work with you to make the necessary accommodations to ensure a fair and positive experience for all applicants. We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve. If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don’t hesitate to contact us. We are proud to be an equal opportunity employer and welcome candidates from all backgrounds to apply for open positions at our company.