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Added 2 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 3 mins ago
BG
Retail Finance Manager
Brandt Group of Companies
Saint-Augustin-de-Desmaures, QC · St-Augustin-de-Desmaures, QC
- Full-time
Brandt Finance Ltd is currently seeking a Retail Finance Manager for our St-Augustin location.
Added 3 mins ago
OG
Residential Maintenance Administrator
Onni Group of Companies
Vancouver, BC
- Full-time
For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to…
Added 3 mins ago
C
Senior Methodology and Content Manager
Caseware
Toronto, ON
- $130,000 to $150,000 CAD / year
- Full-time
As Senior Methodology and Content Manager, you will own the methodology and content for assigned North American assurance and reporting solutions, develop it in house or procure it from…
Added 3 mins ago
Manager, Client Success
Long View Systems
Toronto, ON
We are looking for a dynamic and results-focused Manager, Client Success for our Toronto branch who will oversee a key projects service delivery team to enable and ensure the success of…
Added 3 mins ago
IF
Manager, Legal Claims
Intact FC
Dartmouth, NS
- Full-time
As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net…
Added 3 mins ago
TR
Manager, Global Business Systems (Service Delivery)
The Redpath Group
Vaughan, ON
- Full-time
The role of the Manager, Global Business Systems, Service Delivery is to lead, guide, and manage a team of Global IT PMO Project Leads and IT Business Analysts. The Manager, Global Business…
Added 3 mins ago
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Property Manager
BGIS
Markham, ON
- Full-time
The Property Manager position supports and assists in the management of commercial real estate in accordance with the Management Agreements. The Property Manager is involved in all aspects…
Added 17 mins ago
SH
Server | Part Time | Hotel Victoria
Silver Hotel Group
Toronto, ON
- Part-time
Reporting to the Food and Beverage Experience Manager, you would be responsible for performing the following tasks to the highest standards:
Added 17 mins ago
C
Fuel Accounting Analyst
Couche-Tard
Laval, QC
- Full-time
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 17 mins ago
NC
Customer Service Representative - Kelowna Airport
National Car Rental
Kelowna, BC
- Full-time
…Rent A Car - teams that are committed to quality, innovation, customer satisfaction and employee…
Added 17 mins ago
G
Manager, Events
Glenbow
Calgary, AB
- Full-time
This is a hands-on, build-from-the-ground-up role. The manager, events will help establish the rental program ahead of Glenbow’s 2027 reopening and lead its ongoing success once the museum…
Added 17 mins ago
OM
Operations Project Manager
OnDeck Marketing
Calgary, AB
- Full-time
The Operations Project Manager keeps client campaigns on track from launch to close and keeps an assigned portfolio of partner schools engaged, growing, and technically up and running.
Added 17 mins ago
EC
Material Handler
Emco Corporation: Plumbing, HVAC, Waterworks, Industrial, Irrigation, Fire Protection
Surrey, BC
- Full-time
…Our talented and passionate team members are the key to our success. We empower our team members to act like owners and make a difference within our business through striving for innovation…
Added 17 mins ago
I
Directeur, Services juridiques - Indemnisation
Intact
Dartmouth, NS
- 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 17 mins ago
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Financial Service Representative - LendDirect Office 1561
LendDirect
Halifax, NS
- Full-time
As a Financial Service Representative, you’ll be at the heart of our customer experience - delivering exceptional service, building lasting relationships, and helping individuals secure the…
Added 17 mins ago
EC
Profit Centre Administrator
Emco Corporation: Plumbing, HVAC, Waterworks, Industrial, Irrigation, Fire Protection
Nisku, AB
- $45,760 to $49,920 CAD / year
- Part-time
…Our talented and passionate team members are the key to our success. We empower our team members to act like owners and make a difference within our business through striving for innovation…
Added 17 mins ago
Senior Manager, Value Realization Office - Term position
Scotiabank
Toronto, ON
Scotiabank’s Global Wealth Management (GWM) Value Realization Office is looking for a Senior Manager to join its growing Finance team. This role sits at the intersection of finance,…
Added 17 mins ago
Tangerine Growth Advisor - Tangerine
Scotiabank
Toronto, ON
Contributes to Tangerine’s overall success and growth of Tangerine Wealth by building trusted relationships with new and existing clients. Models an entrepreneurial mindset and ensures…
Added 17 mins ago
Estate Specialist
Scotiabank
ON · Mississauga, ON
Ability to deal effectively with Branch/customer complaints, referring to a Manager/Supervisor where necessary, to ensure resolution is obtained to the complete satisfaction of all parties…
Added 17 mins ago
Manager, Business Risk Management, Global Insurance
Scotiabank
Toronto, ON
Contributes to the effective execution of first-line non-financial risk programs for Global Insurance. The Manager executes assigned risk and control activities directly for Global…
Added 17 mins ago
Manager, Bakery-EHSS
Aspire Bakeries
Hamilton, ON · Ancaster, ON
We are seeking a Manager, Bakery-EHSS to join our team at our Ancaster, Ontario bakery. As the Manager, Bakery-EHSS, you will be accountable for leading and advancing all aspects of…
Added 17 mins ago
EM
Management Trainee
Enterprise Mobility
Antigonish, NS
- Full-time
Whether you see yourself in sales, business development, customer service, retail management, or operations, as a manager in training, you can count on a career path with a clear beginning…
Added 17 mins ago
TT
Press Team Leader
TC Transcontinental
Calgary, AB
- Full-time
…prosperous society, TC Transcontinental propels its clients' success across the retail, education, book and information industries. With agility, creativity and boldness, we design and…
Added 32 mins ago
Senior Manager, Community Affairs - Alberta
Bell
Calgary, AB
To support this ambitious growth, we are seeking a Senior Manager, Community Affairs, to serve as Bell AI Fabric's strategic representative in the communities where we develop, construct,…

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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