Teams at Pontosense

Lead and scale the customer support function across B2B and D2C product lines: design support experience, build workflows and knowledge management, recruit and develop the team, own key metrics and escalations, partner cross-functionally, and select and optimize support tools and dashboards.

Lead and scale the end-to-end customer support function across B2B and D2C channels. Design support experience, build workflows, hire and develop the team, own metrics, resolve escalations, implement tools and automations, and partner with Product, Engineering, Sales, and Operations to surface customer insights and improve the product and journey.

Own and scale customer operations by documenting repeatable onboarding playbooks, aligning Sales/Product/Engineering, building automation and AI-driven workflows (HubSpot, Guru, no-code), creating account health dashboards, and converting recurring issues into permanent process improvements.