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Pontosense

Customer Support Lead

Pontosense

. Handle customer support escalations from frontline agents through resolution and follow-up .

Posted 10/26/2026full-timeToronto • CanadaSenior💰 CA$75,000 - CA$95,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support management, including handling escalations, coaching teams, and creating support documentation. Proficient in analyzing customer support patterns to drive product improvements and enhance service quality.

Highest-signal resume keywords
Customer Support ExperienceEscalation ManagementCoaching and TrainingClear Writing SkillsQuality Assurance

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
Calm Under PressureInterpersonal Skills
Industry Keywords
BPOSupport PlaybookTroubleshooting GuidesHelp ArticlesCustomer Support Patterns

About the role

Key responsibilities & impact
  • Handle customer support escalations from frontline agents through resolution and follow-up
  • Review BPO team tickets and calls, provide feedback, and improve quality
  • Create macros, scripts, and troubleshooting guides for the support playbook
  • Prepare Silvie support launch readiness, including setup questions and returns
  • Identify customer-support patterns and turn insights into fixes with product and engineering
  • Support both Pontosense and Silvie products
  • Coach the BPO team on support processes
  • Report to the Manager, Customer Support

Requirements

What you’ll need
  • A few years in customer support
  • Experience handling difficult customer support cases and escalations
  • Experience training, coaching, or quality-checking other agents, in-house or with a BPO
  • Clear writing skills and experience creating help articles that are used
  • Ability to stay calm and kind when customers are worried

Benefits

Comp & perks
  • A sensor for your parents, on us
  • Fair pay; impact decides your pay and your path, not tenure
  • Hybrid in Toronto or Waterloo, remote if that's where you do your best work
  • Health, dental and vision benefits
  • Direct access to the leadership team
  • Inclusive and accessible workplace
  • Hiring-process accommodations for disabilities or special needs