Customer Support Lead

Company

Pontosense

Where

Toronto, Ontario

Level

Senior

First seen

October 30, 2026

Postings

2

Listed via

BambooHR

What the posting says

The role You are the most experienced hands-on person on our support team, covering both Pontosense and Silvie. You take the escalations that need judgement, you coach the BPO team on how we do things, and you write the playbook they follow. You work closely with product and engineering on recurring issues. You report to the Manager, Customer Support. What you'll own - Escalations: the cases the front line can't solve, resolved and followed through to the end - Quality: reviewing tickets and calls from the BPO team, giving feedback, and raising the bar every week - The playbook: macros,…

Read more and apply on Pontosense's site

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