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Added 1 min ago
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Business Analyst, RBC Amplify 2027, Halifax
RBC
Halifax, NS · Bedford, QC
- Full-time
RBC Amplify is an intensive summer innovation program that will put your skills to the test while building a product that could disrupt our company and beyond. If you’re a bright mind with…
Added 1 min ago
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Business Analyst, RBC Amplify 2027, Toronto
RBC
Toronto, ON
- Full-time
RBC Amplify is an intensive summer innovation program that will put your skills to the test while building a product that could disrupt our company and beyond. If you’re a bright mind with…
Added 1 min ago
R
Developer, RBC Amplify 2027, Toronto
RBC
Toronto, ON
- Full-time
RBC Amplify is an intensive summer innovation program that will put your skills to the test while building a product that could disrupt our company and beyond. If you’re a bright mind with…
Added 1 min ago
R
analyste d’entreprise, RBC amplifie 2027, Montréal / Business Analyst, RBC Amplify 2027, Montreal
RBC
Montreal, QC
- Full-time
RBC Amplify is an intensive summer innovation program that will put your skills to the test while building a product that could disrupt our company and beyond. If you’re a bright mind with…
Added 1 min ago
R
Data Engineer, RBC Amplify 2027, Toronto
RBC
Toronto, ON
- Full-time
RBC Amplify is an intensive summer innovation program that helps you put your skills to the test while building a product that could disrupt our company and beyond. If you’re a bright mind…
Added 1 min ago
R
développeur, RBC amplifie 2027, Montréal / Developer, RBC Amplify 2027, Montreal
RBC
Montreal, QC
- Full-time
RBC Amplify is an intensive summer innovation program that will put your skills to the test while building a product that could disrupt our company and beyond. If you’re a bright mind with…
Added 1 min ago
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Senior Business Analyst - TD Asset Management
TD
Toronto, ON
- Full-time
…sufficiently for testing and supporting the development of test scripts and subsequent testing of developed solutions (as appropriate), including communication of issues and…
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MS
Software Developer II
Motorola Solutions
Vancouver, BC
- Full-time
…seeking someone with solid knowledge of DevOps, CI/CD, and test automation tools and…
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Electronics Production Assembler I, II, or III [641]
D-Wave
Burnaby, BC
…join our Engineering and Production team. You’ll assemble and test the electronic and electro-mechanical systems that power our state-of-the-art quantum…
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C
Sr Analyst, Automation & Analytics
CIBC
Toronto, ON
- Full-time
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Senior IS Auditor, Technology Risk Assurance
BDO
Montreal, QC
- Full-time
Review, document, evaluate, and test business processes and internal controls for design and operational effectiveness in a wide range of environments and industries.
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Intern, Product Management - Manufacturing
Autodesk
Toronto, ON · AMER - Canada - Ontario - Toronto - University Ave
- Full-time
Frame problems in terms of user needs and workflows rigorously using data and customer input to pressure-test a direction
Added 16 mins ago
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Assembler / Tester
RTX
Mississauga, ON
- Full-time
Executes engine pre-dress, test and post-dress according to assembly floor sheets (AFS).
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Service Officer, Client Service
Scotiabank
Montreal, QC
…order to meet Bank regulations by participating in pilots and “test & learn” as…
Added 16 mins ago
Process Improvement Coordinator
Hydro One Networks Inc
Markham, ON
…needs of the company with a goal of continuous improvement. Test solutions with user groups. Monitor the measurement of process results by developing, tracking and analyzing appropriate…
Added 16 mins ago
Quality Management System Manager
GRIFOLS, S.A.
Mississauga, ON
Ensures that documentation of unsuitable test results, unit lookback information, and all associated actions is complete and reviewed.
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Critical Care/ICU Nurse -Trainee
Winnipeg Regional Health Authority
Winnipeg, MB
Successful Completion of Critical Care Rhythms Course is a prerequisite. Applicants that have taken an alternate rhythm course will be required to successfully complete a validation test.
Added 16 mins ago
TT
Senior Software Tester
Torus Talent
Vancouver, BC
- Contract
Develop and maintain detailed test plans, schedules, test cases, and execution activities across multiple ERP workstreams.
Added 16 mins ago
IS
Mainframe / Systematics Developer
ITMC Systems, Inc
Canada
- Contract
Develop, modify, test, and maintain COBOL programs and CICS applications following strict quality standards.
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Software Developer IV
Robertson & Company Ltd.
Toronto, ON
- Contract
Experience supporting electronic tracking (eTrack) of an application/lifecycle and electronic documents (eDocs), running test coverage in parallel across both streams
Added 16 mins ago
AT
Sr. Software Developer in Test
Align Technology
Toronto, ON
- $123,300 to $169,500 CAD / year
- Full-time
We are looking for a Senior Software Developer in Test (SDT) to join a team responsible for developing and improving the cloud services platform built for automated treatment planning for…
Added 16 mins ago
RE
Director of Finance And Operations
RedBranch Executive Search & Recruitment
Toronto, ON
- Full-time
An entrepreneurial mindset: you actively find opportunities, test better approaches, and carry improvements through to completion.
Added 16 mins ago
CS
Senior DevOps Engineer
CQ Search Group Ltd.
Toronto, ON
- Contract
· Experience helping developers diagnose and resolve application, integration, build, test, pipeline, environment, and deployment problems.
Added 16 mins ago
CG
Intermediate Integrated Logistics Support Specialist
Calian Group
Gatineau, QC
- Full-time
Added 16 mins ago
RD
Lead Network Engineer
Randstad Digital
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Implementation & Migration: Develop comprehensive implementation, migration, test, and rollback plans; build network diagrams and as-built documentation for new deployments and refreshes…

Pontosense

Customer Support Lead

Toronto, ON, Canada

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

Apply About employer

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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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