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Added 3 mins ago
JH
Maintenance Worker (Contract)
JMC HR Consulting
Moncton, NB
- Full-time
A full-time schedule, generally Monday to Friday, approximately 8:00 a.m. to 4:30 p.m.
Added 3 mins ago
GO
Property Manager
Government of Manitoba
Selkirk, MB
- Full-time
By working for Manitoba’s Public Service, you have the unique opportunity to use your time to serve the land, communities, and the people of Manitoba. You can leave a lasting mark that will…
Added 3 mins ago
GD
DYNAMITE - Assistant Manager - Guildford Town Centre
Groupe Dynamite
Surrey, BC
- Full-time
Reporting to the Store Manager, your main focus as the Assistant Manager is to assist the Store Manager in all aspects of the store operations, by providing leadership that optimizes sales…
Added 3 mins ago
SS
Growth Product Manager
Smart, Savvy + Associates (Recruitment Agency)
Vancouver, BC
- Contract
📅 Term: Approximately 18-20 months, full-time con
Added 3 mins ago
PW
Assistant Manager: Ski & Ride School – Salary
PSIA-AASI Western Region
Whistler, BC
- Full-time
Full Time Roles Are Eligible For The Above, Plus
Added 3 mins ago
UO
Manager, Community and Partnerships - Hunter Hub
University of Calgary
Calgary, AB
- Full-time
The Hunter Hub for Entrepreneurial Thinking (Hunter Hub) under the Office of the President invites applications for a Manager, Community and Partnerships. This Full-time Fixed Term position…
Added 3 mins ago
A
Project Manager
Article
Vancouver, BC
- $92,000 to $107,000 CAD / year
- Full-time
Hi there, we’re Article. 👋 Since 2013, we have been redefining the furniture industry one sofa at a time, it’s not easy - it requires solving challenging, meaningful problems. This is…
Added 3 mins ago
LV
ASSISTANT MANAGER-EN
La Vie En Rose
Drummondville, QC
- Full-time
With the support of your manager, you will be responsible for making sure the store runs smoothly and that your team provides the best possible customer service. When you’re working as…
Added 3 mins ago
LV
JUNIOR ASSISTANT MANAGER-EN
La Vie En Rose
Calgary, AB
- Full-time
Keep the store running smoothly and ensure your team provides outstanding customer service;
Added 3 mins ago
LV
ASSISTANT MANAGER-EN
La Vie En Rose
Laval, QC
- Full-time
With the support of your manager, you will be responsible for making sure the store runs smoothly and that your team provides the best possible customer service. When you’re working as…
Added 3 mins ago
LV
JUNIOR ASSISTANT MANAGER-EN
La Vie En Rose
Montreal, QC
- Full-time
Keep the store running smoothly and ensure your team provides outstanding customer service;
Added 3 mins ago
IT
Maintenance Manager
Irving Tissue
Toronto, ON
- Full-time
…includes Irving Tissue, was declared carbon neutral for the first time in 2020 and each full year…
Added 3 mins ago
HT
A/P Administrator
Husky Technologies
Bolton, ON
- Full-time
…on-site position. You will report to the Shared Services AP Manager and will work as part of a team in a fully automated, full-cycle accounts payable role. If you are a people-person who…
Added 4 mins ago
E
Assistant Manager
EQ3
Brossard, QC
- $45,000 CAD / year
- Full-time
You’ll be joining our Brossard team at Quartier DIX30, 8440 Boulevard Leduc, Suite 10, Brossard, QC, in a full-time capacity
Added 4 mins ago
TH
Department Supervisor Full-Time - 7265 Saskatoon South
The Home Depot
Saskatoon, SK
- Full-time
Health and Dental Benefits for Full Time associates
Added 4 mins ago
RS
Rental Account Manager
Ryder Supply Chain Solutions
Concord, ON
- Full-time
The Rental Account Manager will have responsibility for both inside and outside sales. This role will grow with a career path toward Customer Development Manager and/or Business Development…
Added 4 mins ago
T
Engineer I
TD
Toronto, ON
- Full-time
…allow colleagues to progress through the salary range over time as they progress in their role. The base pay actually offered may vary based upon the candidate's skills and experience,…
Added 4 mins ago
Vice-President & Chief Commercial Officer, ClaimSecure
The Canada Life Assurance Company
Toronto, ON
We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:
Added 19 mins ago
T
Senior Customer Marketing Manager
Trulioo
Remote, Canada
- Full-time
- Remote
Comprehensive Benefits: We provide a robust benefits package for full-time, permanent employees, including health, dental, and vision coverage, retirement plans with company match, paid…
Added 19 mins ago
CC
Retail Shift Leader
Canna Cabana
Kingston, ON · Gore Road, Kingston, ON
- $17.95 to $19.5 CAD / hour
- Part-time
Assist in the delivery of key personnel management when on shift and resolve any customer service issues as and when needed
Added 34 mins ago
AC
Senior Manager Global Internal Audit and Internal Controls
Alimentation Couche-Tard
Laval, QC
- Internship
At Couche-Tard/Circle K, our mission is simple: to make our customer’s lives a little easier everyday. You may have already stopped for coffee, refueling your car, or eating something on…
Added 34 mins ago
TS
Customer Service Representative
Total Sanitation Services
Sarnia, ON
- Full-time
This is an in-office position, working closely under the General Manager’s supervision. If you like having your fingers in a lot of pies to make sure our customers are getting excellent…
Added 34 mins ago
A
Customer Success Manager
AppifyLab
Success, SK
- Full-time
Appifylab is looking for a proactive and customer-focused Customer Success Manager to build, manage, and grow relationships with both local and international clients. In this role, you will…
Added 34 mins ago
TH
SUPERVISEUR, SERVICES 90, 91 ET 96
The Home Depot Canada
Dartmouth, NS
- Full-time
Health and Dental Benefits for Full Time associates
Added 34 mins ago
AC
Food Service Supervisor
Aramark Canada
Vaughan, ON
- Full-time
Time to step up your career! This is your moment to shine and lead the way for others too. We're hiring full-time Food Service Supervisors to join our passionate Food Services Team.…

Pontosense

Customer Support Lead

Toronto, ON, M5C 3G8, 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
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

You will manage complex customer escalations and oversee the quality of support provided by the BPO team. Additionally, you will develop support playbooks and collaborate with product and engineering teams to resolve recurring issues.

Requirements

The ideal candidate has several years of experience in customer support with a proven track record of coaching or quality-checking other agents. You must possess strong written communication skills and the ability to remain calm and kind when handling difficult customer cases.

Skills

Customer support
Escalation management
Team coaching
Quality assurance
Technical writing
Troubleshooting
Product support
BPO management
Customer insight
Launch readiness
Communication
Problem solving

Benefits

Health benefits
Dental benefits
Vision benefits
Product discount

Visa sponsorship

Not detected in the job text

Keywords

Customer Support
BPO
Escalations
Quality Assurance
Playbook
Product Launch
Technical Support
Customer Success
Sensors
Health Tech
Wellness
Hybrid Work
Leadership
Mentorship
Troubleshooting
Documentation
Customer Experience

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