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Added 8 mins ago
TC
Fixed Assets Manager
Transdev Canada
Brampton, ON
- $120,000 to $145,000 CAD / year
- Contract
Transdev Canada is hiring a Fixed Assets Manager for our Brampton, Ontario location
Added 9 mins ago
OG
Residential Maintenance Administrator
Onni Group of Companies
Vancouver, BC
- Full-time
…will support our Residential Maintenance and Special Projects Manager and the wider maintenance team. This role involves processing POs and invoices, coordinating with trades and…
Added 9 mins ago
FS
HR Manager
Fresh Start Foods Canada Ltd.
Milton, ON · Fresh Start East Milton Administration-Ontario-FSE
- Full-time
Who care and give back - sustainable agriculture, the environment, corporate citizenship
Added 9 mins ago
KL
Registered Practical Nurse - Casual
Kindera Living
Hagersville, ON
- Part-time
…their well-being directly impacts the lives of those in our…
Added 9 mins ago
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- Full-time
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Added 9 mins ago
Registered Nurse
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As a registered nurse, you will provide clients with a comprehensive care plan supporting both mental health and health needs, using a stepped care approach. This support will improve…
Added 9 mins ago
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Registered Nurse - Casual
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…their well-being directly impacts the lives of those in our…
Added 9 mins ago
IF
Manager, Legal Claims
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- Full-time
We offer you more than just a career. As a Manager, Legal Claims, you’ll inspire - and be inspired by - Canada’s largest in-house P&C insurance litigation team. This leadership opportunity…
Added 9 mins ago
HN
Food Security Worker (Part Time)
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- Part-time
Reporting to the Manager, Social Services, the Food Security Worker is responsible for assisting in food security initiatives empowering Haisla Nation communities to contribute to their own…
Added 23 mins ago
UO
Manager, Animal Care Operations
University of Ottawa
Ottawa, ON
- Full-time
…and surgical space. Reporting to the Senior Director, Animal Care and Veterinary Services, the incumbent is accountable for the operational leadership and management of the University’s…
Added 23 mins ago
TG
Senior Manager, Enterprise Risk Management
TMX Group
Toronto, ON
- $130,000 to $145,000 CAD / year
- Full-time
Added 23 mins ago
S
Sr. Staff Technical Program Manager - Data (Canada )
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Canada
- Full-time
Care deeply about what you do and about making commerce better for everyone
Added 23 mins ago
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Service Advisor - RV Dealership
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- Full-time
Adherence to dealership policy on customer vehicle care and operation
Added 23 mins ago
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Organizational Development Coordinator
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Brampton, ON
- Contract
…Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with…
Added 23 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
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- Internship
…modernized healthcare environment featuring enhanced patient care spaces, advanced diagnostic technology, and innovative clinical services designed to meet the evolving needs of our growing…
Added 23 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Internship
…modernized healthcare environment featuring enhanced patient care spaces, advanced diagnostic technology, and innovative clinical services designed to meet the evolving needs of our growing…
Added 23 mins ago
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Added 23 mins ago
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Customer Service Representative - Kelowna Airport
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Our philosophy is to take care of our customers and employees first. We know if we do this, success will follow - for both our company and our employees.
Added 23 mins ago
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(CAN) Pharmacy Assistant
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Winnipeg, MB
- Full-time
…to increase the Pharmacist's opportunity to provide patient care. The Pharmacy Assistant is expected to participate in all aspects of Pharmacy Operations required of a team player. They are…
Added 23 mins ago
SF
Manager, Admissions
Simon Fraser University
Surrey, BC
- Full-time
…where students and residents learn as part of a team in primary care and other community-level settings, in patient-centred environments, and with a curriculum that considers social,…
Added 23 mins ago
AE
Shipper/Receiver (Temporary)
Arc'teryx Equipment
New Westminster, BC
- $22.4 to $23.8 CAD / hour
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…voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and…
Added 23 mins ago
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External Service Advisor - RV Dealership
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Adherence to dealership policy on customer vehicle care and operation
Added 23 mins ago
TE
Field Operations Repairs Supervisor - Vancouver
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- Full-time
Competent in the care, use and application of all tools integral to the Elevator Industry
Added 23 mins ago
VC
Regional Program Medical Director - Primary Care, Home and Community Health
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Vancouver, BC
- Full-time
…for the role of Regional Program Medical Director, Primary Care, Home and Community Care who fosters trust, credibility and strong working relationships across the primary care…
Added 23 mins ago
WG
Thermal Spa Manager
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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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