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Added 10 mins ago
BN
Infrastructure Business Development Manager
BYD North America
Toronto, ON
- Full-time
The Infrastructure Business Development Manager is responsible for supporting the planning, partner coordination, and execution of charging network expansion and infrastructure development…
Added 10 mins ago
LS
Executive Assistant - Inclusive Education
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Langley (District), BC · Langley, BC
- Full-time
Completion of post-secondary courses in Business Administration and have five (5) years of related experience supporting a senior manager in an educational or public sector environment.
Added 10 mins ago
WC
Program Specialist, PVF (Burlington)
Wolseley Canada Inc.
Burlington, ON
- Full-time
Located at Wolseley Canada’s Burlington, Ontario corporate offices and reporting into the Category Manager, you will be accountable and responsible for managing the execution of all…
Added 10 mins ago
NM
Shop Foreperson
Nelson Motors and Equipment
Avonlea, SK
- Full-time
As a working Shop Foreperson, you'll collaborate closely with our Service Manager, Service Writer, and Service Technicians to maintain a high performing, efficient, customer focused service…
Added 10 mins ago
GD
DYNAMITE - Seasonal Sales Associate - Centre Eaton Montreal
Groupe Dynamite
Montreal, QC
- Temporary
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Commis comptable (comptes payables) - Accounting Clerk (accounts payable)
Neopharm Labs
Blainville, QC
- Part-time
Added 10 mins ago
EI
Office Manager
EBC Inc.
Mississauga, ON
- Full-time
Our business is built around several major sectors, including Buildings, Civil Infrastructure, Industrial, and Major Projects. Our fast-growing Toronto office represent a significant…
Added 10 mins ago
AC
Claims Analyst - Reinsurance
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Markham, ON
- Full-time
…administration. This position offers exposure to multiple lines of business and the opportunity to contribute to program governance, financial oversight, quality assurance, and continuous…
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N
Director of AI Delivery
nesto
Toronto, ON
- Full-time
Hybrid, based in our Toronto or Montreal office. In-office expectations vary with business needs. If you are based in Montreal, expect to travel to Toronto a couple of times per month.
Added 10 mins ago
GR
Registered Forest Technologist
Goldbeck Recruiting
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- Full-time
Added 10 mins ago
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Senior Project Manager - Buildings
Graham
Winnipeg, MB
- Full-time
Graham is actively recruiting for a Project Manager supporting the Building Division. Reporting to Senior Operations Manager, the Project Manager is responsible for providing overall…
Added 10 mins ago
EW
Project Manager
ERCO Worldwide
Saskatoon, SK
- Full-time
ERCO Worldwide is looking for a Project Manager to join our Saskatoon team! The Project Manager leads development and execution of projects to improve process safety, operations,…
Added 10 mins ago
EW
Senior Plant Process Engineer
ERCO Worldwide
Saskatoon, SK
- Full-time
…to join our Saskatoon team! Under supervision of the Plant Manager, the Senior Plant Process Engineer monitors processes within the plant to improve plant safety, efficiencies, operator…
Added 10 mins ago
BC
Project Manager
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Vancouver, BC
- Full-time
In this newly created Project Manager role, you will help strengthen our ability to successfully deliver important projects across the Foundation. Reporting to the Program Manager, you’ll…
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AC
Claims Analyst - Reinsurance
Aviva Canada
Oakville, ON
- Full-time
…administration. This position offers exposure to multiple lines of business and the opportunity to contribute to program governance, financial oversight, quality assurance, and continuous…
Added 10 mins ago
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Social Media Marketing Specialist
Big Box Outlet Store
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- Full-time
Big Box Outlet Store (BBOS) has been a Canadian family-owned business since 1985. Our mission is “To turn every shopping trip into an exciting discovery of quality products at an affordable…
Added 10 mins ago
N
Director of AI Delivery
nesto
Montreal, QC
- Full-time
Hybrid, based in our Toronto or Montreal office. In-office expectations vary with business needs. If you are based in Montreal, expect to travel to Toronto a couple of times per month.
Added 10 mins ago
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Property Manager
BGIS
Markham, ON
- Full-time
The Property Manager position supports and assists in the management of commercial real estate in accordance with the Management Agreements. The Property Manager is involved in all aspects…
Added 10 mins ago
B
Portfolio Real Estate Strategy Manager
BGIS
Montreal, QC
- Full-time
The Portfolio Real Estate Strategy Manager will primarily act as a subject matter expert in the areas of development and re-development and maximizing value from real assets. The role will…
Added 10 mins ago
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Associate Director, Talent Acquisition
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- Full-time
Partner Strategically – Collaborate with business leaders to understand hiring needs and provide talent market insights. Be the trusted advisor on recruitment best practices.
Added 10 mins ago
W
IT Category Manager
Winchesters
Mississauga, ON
- $115,000 to $120,000 CAD / year
- Full-time
This big, well-known insurance company is seeking a strong Category or Sourcing Manager to lead their IT Category. This includes Software agreements (Enterprise, SaaS), Hardware, AI. The…
Added 10 mins ago
K
Senior Manager, Private Enterprise (24 months contract)
KPMG
Calgary, AB · AB · Lethbridge, AB · Abbotsford, BC · Burnaby, BC · Chilliwack, BC · Fort St. John, BC · Kamloops, BC · Kelowna, BC · Langley (District), BC · Prince George, BC · Quesnel, BC · Vancouver, BC · Vanderhoof, BC · Vernon, BC · Victoria, BC · Winnipeg, MB · St. John's, NL · Halifax, NS · Hamilton, ON · Kingston, ON · London, ON · North Bay, ON · Oakville, ON · Ottawa, ON · Parry Sound, ON · Perth, ON · Sault Ste. Marie, ON · St. Catharines, ON · Sudbury, ON · Toronto, ON · Vaughan, ON · Waterloo, ON · Windsor, ON · ON · Regina, SK · Saskatoon, SK · Swift Current, SK · Edmonton, Alberta · Langley, British Columbia · Kanata, Ontario
- Temporary
…challenges. Here, you can build momentum that reaches beyond our business, develop skills for the future, and take ownership of your career with support at every stage. Join a firm where…
Added 10 mins ago
A
Project Manager
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Vancouver, BC
- $92,000 to $107,000 CAD / year
- Full-time
…meaningful problems. This is where you come in, as a Project Manager, you'll drive a variety of high-impact operational and investment projects across Article, from product…
Added 10 mins ago
Marketing Coordinator, Consumer Shows
Blue Ant Media Inc.
Toronto, ON
Blue Ant Media (TSX: BAMI) is an international streamer, production studio, advertising sales and rights-management business. The company operates a diverse portfolio of free streaming and…
Added 10 mins ago
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Team Lead, Fleet Services
City of Beaumont
Beaumont, AB
- $90,750.4 to $118,393.6 CAD / year
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Pontosense

Customer Support Lead

Toronto, ON, Canada

Pay: $75,000 to $95,000 CAD base salary · Full-time

Apply About employer

Applications open in a new tab.

Job details

Pay: Pay: $75,000 to $95,000 CAD base salary
Job type: Full-time
Apply by: Nov 25, 2026
Posting language: English
Posted: Oct 26, 2026

Original job description

Toronto or Waterloo, hybrid | Full-time | Reports to the Manager, Customer Support

You set the standard for how families and care partners are looked after when they need us most.

The Company

We went from a lab in Waterloo to 24 countries in five years. Our sensors detect falls and track sleep, health and wellness, with no cameras, wearables or pendants. Families get peace of mind. Older adults keep their independence. Our CTO, Dr. Yihong Qi, holds 680 patents, and the next few hundred get built here.

Why now

We are scaling. Our consumer product, Silvie, launches in January, and our support team is growing with a new BPO team behind it. Every customer who calls is worried about someone they love. We need someone who makes sure every one of them gets the same great answer, whoever picks up.

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, scripts and troubleshooting guides that let any agent give the right answer first time
Launch readiness: the Silvie support plan for January, from setup questions to returns
Customer insight: patterns in tickets turned into fixes, with product and engineering

What Year One Looks Like

Customers rate support highly and say so, across both products
Escalations are resolved faster and fewer cases need a second contact
The BPO team works from a playbook you wrote, and their quality scores show it
The Silvie launch was supported without a backlog
Several recurring issues are fixed for good

How We Work

Build it right, then make it better. People's safety rides on what we ship, so we test hard and never settle for good enough.
Say it as it is. Kind and direct, at every level, including the CEO.
Real exposure. You'll see how every part of a company works, and learn faster than anywhere else.
Do what you said. Trust is built on follow-through, and we return it with real ownership.
Hard, and worth it. What we build keeps someone's parent safe at home. Rest well, it's part of the job.

This is for you if

You have a few years in customer support and you are the person others come to with the hard cases
You have trained, coached or quality-checked other agents, in-house or with a BPO
You write clearly, and your help articles actually get used
You stay calm and kind when the customer is worried

This isn't for you if

You want a playbook. You'll help write ours
You want to manage people and stop taking tickets

What You Get

A sensor for your parents, on us
Direct access to the leadership team. No layers.
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

The details

Pay: $75,000 to $95,000 CAD base salary
This is a new role, created to grow the team, not a backfill
How we hire: typically an initial interview, a short case, and a final interview in person with our CEO and members of the team. We may adjust this depending on the role
We leverage AI tools in our hiring process, but prioritize human input and manual review

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.

Apply About employer

More about this job

Responsibilities

Resolve complex customer escalations, review and improve BPO team support quality, and create the macros, scripts, and troubleshooting guides agents use. Prepare customer support for the Silvie launch and identify recurring customer issues to address with product and engineering teams.

Requirements

Candidates should have a few years of customer support experience and be a go-to person for difficult cases. They should have experience training, coaching, or quality-checking agents, write clear and useful support content, and remain calm and kind with worried customers.

Skills

Customer Support
Escalation Management
Agent Coaching
Quality Assurance
Business Process Outsourcing
Knowledge Base Development
Technical Writing
Troubleshooting
Customer Service Playbooks
Product Launch Support
Customer Insights
Cross-Functional Collaboration
Product Feedback
Clear Communication
Empathy
Issue Resolution

Benefits

Company Sensor for Parents
Direct Access to Leadership
Performance-Based Pay and Career Progression
Hybrid or Remote Work
Health Insurance
Dental Insurance
Vision Insurance

Visa sponsorship

Not detected in the job text

Keywords

Customer Support
Customer Escalations
BPO
Quality Assurance
Ticket Review
Call Review
Agent Coaching
Support Playbook
Macros
Scripts
Troubleshooting Guides
Launch Readiness
Returns
Customer Insights
Product Feedback
Product and Engineering Collaboration
Fall Detection
Sleep Tracking
Health and Wellness Sensors
Home Health Care
Silvie
Pontosense

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