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Added 42 mins ago
SH
Health Care Aide
SE Health
Red Deer, AB
- Part-time
Up to date immunization record including a current TB test within 1 year.
Added 1 hour ago
C
Project Coordinator, BORN Ontario Temporary Full-Time (1.0) (until November 2027)
CHEO
Ottawa, ON
- Full-time
Lead the integration and coordination of all projects to create consistent, coherent documentation used to guide both project execution and project control
Added 3 hours ago
SC
Licensed Practical Nurse
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Vanguard, SK
- Full-time
…making a difference and having an opportunity to grow, innovate, lead, and succeed. Our employees propel change and continue to be at the centre of our organization’s development. Our…
Added 3 hours ago
SC
Licensed Practical Nurse
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Vanguard, SK
- Full-time
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Added 5 hours ago
OH
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Toronto, ON
- Full-time
…Ontario Health and the broader health system. The role will lead complex initiatives, including the implementation of an integrated capacity and HHR plan for Ontario and the expansion of…
Added 5 hours ago
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Technical Property Accountant | Housing
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Lead testing and validation - Develop representative test cases, run UAT with client accountants, and confirm outputs reconcile to expectations
Added 5 hours ago
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Staff Property Accountant | Housing
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Toronto, ON
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Lead testing and validation - Develop representative test cases, run UAT with client accountants, and confirm outputs reconcile to expectations
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Systems Analyst II
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- Full-time
The System Analyst II will lead the management and maintenance of key data center and network infrastructure to ensure successful realization of operational targets. As someone who has…
Added 6 hours ago
S
Lead Optometrist
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This clinic operates in a fully fitted, professionally designed space with one exam room and pre-test room.
Added 6 hours ago
S
Lead Optometrist
Specsavers
Goderich, ON
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This clinic operates in a fully fitted, professionally designed space with one exam room and pre-test room.
Added 7 hours ago
E
RN Clinical Research – PRN/ Per Deim
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ON · Ontario, Canada
- Part-time
Added 7 hours ago
Lead Optometrist- Thunder Bay
Specsavers
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This clinic operates in a fully fitted, professionally designed space with one exam room and pre-test room.
Added 7 hours ago
Lead Optometrist- Goderich
Specsavers
Goderich, ON
This clinic operates in a fully fitted, professionally designed space with one exam room and pre-test room.
Added 7 hours ago
M
Spécialiste principal(e), validation des systèmes informatisés – Qualité / Senior Specialist, Quality Computer Validation (contrat 18 mois)
McKesson
Montreal, QC
- Full-time
McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more…
Added 7 hours ago
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AI Associate Principal - Radioconjugate Discovery
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Hamilton, ON · Canada – Hamilton – Longwood Road South
- Full-time
…prototype solutions, and use AI-assisted coding to design, build, test, document, deploy, and maintain production-quality analytical tools. You are expected to write and review code,…
Added 8 hours ago
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Ingénieur(e) en calibration moteur et contrôle du groupe motopropulseur/Engine Calibration & Powertrain Controls Engineer
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- Contract
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Added 8 hours ago
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Senior Business Partner, Health Workforce Capacity
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Toronto, ON
- Full-time
…Ontario Health and the broader health system. The role will lead complex initiatives, including the implementation of an integrated capacity and HHR plan for Ontario and the expansion of…
Added 8 hours ago
AP
Infection Prevention and Control (IPAC) Lead
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Hagersville, ON
- Full-time
The Infection Prevention and Control (IPAC) Lead reports to the Director of Care and is responsible to ensure that there is an organized infection prevention and control program that meets…
Added 9 hours ago
M
Business Development Associate
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AB · Alberta, Canada
- Full-time
PGxME turns a patient's genetic test results into a pharmacogenomic report that healthcare professionals can use to inform prescribing.
Added 9 hours ago
KH
UKG Specialist
Kensington Health
Toronto, ON
- Full-time
…knowing that creating safe, inclusive, and equitable spaces in healthcare strengthens our bold vision: building a better life for everyone. Our Diversity, Equity, and Inclusion efforts are…
Added 9 hours ago
W
Product Marketing Manager
WELLSTAR
Toronto, ON
- Full-time
At WELLSTAR, we are committed to reshaping Canadian healthcare by leveraging technology to address the administrative burdens that pull physicians away from their true calling - patient…
Added 10 hours ago
WT
Product Marketing Manager
WELLSTAR Technologies
Toronto, ON
- Full-time
At WELLSTAR, we are committed to reshaping Canadian healthcare by leveraging technology to address the administrative burdens that pull physicians away from their true calling - patient…
Added 10 hours ago
BA
Board Certified Behavior Analyst (BCBA)
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Ramsey, ON
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Direct, lead & supervise behavior technicians as part of managing programs, including oversight of assigned RBT supervision hours
Added 10 hours ago
A
Lead QA/QA Coordinator
Alithya
QC · QC, Canada
- Full-time
Établir la traçabilité entre les exigences, les cas de test, les anomalies et les résultats;
Added 12 hours ago
V
Software Engineering Manager
Verathon
Vancouver, BC · Greater Vancouver, BC
- Full-time
Lead the continuous improvement of processes to efficiently design, develop, verify, and sustain products for improved time to market

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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