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.
