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Added 13 mins ago
FN
Software Test Engineer II
First National Financial LP
Toronto, ON · East York, ON
- Contract
The IT Software Test Engineer II role will report directly to the Manager and Team Lead, IT Quality Assurance. The IT Software Test Engineer II role is responsible for building robust,…
Added 14 mins ago
FN
UX Designer
First National Financial LP
Toronto, ON · East York, ON
- Full-time
…usability testing for complex operational workflows. Embedded in a product squad while maintaining a shared library of AI interaction patterns for the wider AI Factory, the Designer works…
Added 28 mins ago
M
Supplier Quality Engineer
Multimatic
Concord, ON · Multimatic Manufacturing
- Full-time
…services supplied to the organization consistently meets customer, engineering, quality, and production requirements. The position works closely with suppliers, Materials, AQP, Production,…
Added 28 mins ago
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Quality Engineer
Multimatic
Concord, ON · Multimatic Manufacturing
- Full-time
…parameters and ensure quality is maintained throughout the product lifecycle. Provide timely customer support, respond promptly to quality concerns, and drive effective problem resolution.…
Added 28 mins ago
S
Software Developer Intern - Server (May 2027 - 12 Months)
SOTI
Mississauga, ON
- Full-time
…Developers, Architects, Quality Assurance, User Experience, Product Management, Software Development, Marketing,…
Added 28 mins ago
Clarity Operations Manager
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
Lead and develop a team of Clarity Operations specialists
Added 28 mins ago
ST
Aircraft Loads
Sapsol Technologies Inc
Toronto, ON
- Full-time
Title : Technical Expert Senior, Engineering - Aircraft Loads
Added 43 mins ago
PROJECT MANAGER 311
City of Toronto
Toronto, ON
…coordinate project governance, manage budgets and timelines, and lead cross-divisional teams to ensure projects are delivered on time, within budget and to established quality…
Added 43 mins ago
Head of Web Strategy and Services
Asana
Vancouver, BC
Lead and support the web engineering and localization teams, setting technical delivery standards and ensuring international visitors receive an exceptional localized experience.
Added 43 mins ago
Principal Architect
Zafin
Toronto, ON
…work; the Zafin Banking Platform, which helps banks modernize product, pricing, offers, billing, loyalty, and relationship management; and Zafin IO, an integration platform that connects…
Added 43 mins ago
C
Machine Operator (Day Shift)
Carlisle
Crossfield, AB
- Full-time
With manufacturing, engineering, R&D, and corporate functions across North America and globally, Carlisle offers stability, agility, and opportunity in a performance-driven culture. Do…
Added 43 mins ago
CO
PROJECT MANAGER 311 #67733
City of Toronto
Toronto, ON
- Full-time
…coordinate project governance, manage budgets and timelines, and lead cross-divisional teams to ensure projects are delivered on time, within budget and to established quality…
Added 43 mins ago
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Associate Principal Engineer -- Infor M3 Finance Functional Solution Architect
Nagarro
Brampton, ON
- Full-time
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work on a scale across all…
Added 43 mins ago
N
Associate Principal Engineer -- Infor M3 Finance Functional Solution Architect
Nagarro
Brampton, ON
- Full-time
We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work on a scale across all…
Added 43 mins ago
PT
Director, Product Management (Hardware)
PAR Technology
Remote, Canada
- Full-time
- Remote
PAR Technology is seeking a strategic and execution-focused Director of Product Management to lead our Hardware Product Management organization. This leader will own the Drive-Thru product…
Added 43 mins ago
RB
Lead AI Engineer
Royal Bank of Canada
Toronto, ON
- Full-time
We are seeking an accomplished Lead AI Engineer to design, develop, and implement AI-driven solutions within our software development lifecycle. You will lead enterprise-scale AI…
Added 43 mins ago
RN
Senior Supply Planner (12 Month Contract)
Riverside Natural Foods Ltd. (Home of MadeGood)
Toronto, ON · North York, ON
- Contract
Lead the monthly S&OP/IBP supply review, presenting capacity outlooks, key gaps, assumptions, risks, opportunities, and required decisions.
Added 43 mins ago
L
Logistics and Compliance Analyst
Longo's
Vaughan, ON
- Full-time
Identify and lead continuous improvement initiatives that improve supply chain efficiency, productivity, accuracy and service levels.
Added 43 mins ago
CI
Senior Maintenance Technician
Curaleaf International
Brampton, ON
- Full-time
This is more than a maintenance role - it's an opportunity to shape how our site operates. You'll lead preventive and corrective maintenance, identify recurring issues, drive root-cause…
Added 59 mins ago
Responsable technique – Détection Électrochimique / Technical Lead – Electrochemical Sensing
TandemLaunch
Montreal, QC
Added 59 mins ago
CS
Azure .Net Developer
Cyber Space Technologies LLC
Toronto, ON
- Contract
…Microsoft Azure. You will collaborate with cross-functional teams, lead projects, and provide mentorship to junior developers. This is an exciting opportunity to work with cutting-edge…
Added 59 mins ago
C
Driveline Systems / Applications Engineer
Collabera
Windsor, ON
- $35 to $41 CAD / hour
- Contract
Lead interface between the Chief Engineering team and the Product Release Center, primarily responsible for managing system interactions and interfaces between components and subsystems of…
Added 59 mins ago
Engineering Designer - Electrical
Systemair
Mississauga, ON
…our DNA, and we continue to grow in terms of capabilities, product range, size, sales volume, and market share. We employ and empower people to take initiative and make decisions with the…
Added 59 mins ago
Technical Documentation Manager
Tigercat | MacDonald Steel
Brant, ON
…team capabilities required to support Tigercat's expanding product range and global customer base. You will work closely with Engineering, Manufacturing, Service, Product Support to ensure…
Added 59 mins ago
SB
Maintenance Supervisor
Sleeman Breweries Ltd.
Guelph, ON
- Full-time
…their best work every day. As Maintenance Supervisor, you will lead maintenance operations, planning, and reliability initiatives while ensuring safe, efficient, and cost-effective plant…

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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