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Senior Project Manager/ Technical Lead, Conveyance
Stantec
Toronto, ON
- Full-time
Stantec is seeking a Senior Project Manager/ Technical Lead, Conveyance to join our Water team. The role can be based our of one of the following offices: Toronto, Hamilton/Stoney Creek,…
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Cage Cashier - 3 FT 6-Month Term
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Prince Albert, SK
- Full-time
…Employers is a special designation that recognizes employers that lead their industries in offering exceptional places to…
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Personal Lines Account Manager
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Toronto, ON · ON - PC John St - Toronto
- Full-time
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- Full-time
Engage with prospective clients through available lead-generation opportunities and proactively identify new sales opportunities.
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- Full-time
Assist with and lead troubleshooting activities when facility equipment is down, working with Operations and Engineering to address equipment issues and process upsets.
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J.D. Irving, Limited
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- Full-time
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…leader in our field. Join the revolution and let us help you lead the digital transformation for the Oil & Gas industry. We're seeking our next ROGII Star who can help us scale towards that…
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Sales Coordinator
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Execute daily work instructions received from Shop Manager & Lead Hand in a timely manner
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Program Manager
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Port Coquitlam, BC
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Part-Time Front Desk Associate - Park Royal, West Vancouver
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Vancouver, BC
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Share insights from daily shifts, therapists and client feedback to Operations Lead as relevant
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Part-Time Front Desk Associate - Chinatown
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Vancouver, BC
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Share insights from daily shifts, therapists and client feedback to Operations Lead as relevant
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Superviseur Démontage
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Lead person assigned to the dismantling department to ensure processes are followed, safety requirements and customer-specified work is completed according to the schedule.
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Manager, Analytics and Artificial Intelligence, Internal Audit
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Levis, QC · Montreal, QC · Complexe Desjardins Montréal
- Full-time
…Director, Analytics, Innovation and Operational Efficiency, you lead a multidisciplinary team of approximately 7 specialists, including data scientists, visualization expert analysts and…
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Senior Payroll Analyst, Bilingual
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Toronto, ON · Support Centre - Toronto Office
- Full-time
As a senior technical resource within Payroll Operations, you will lead complex multi-provincial payroll activities, strengthen payroll governance, and turn ideas into meaningful process…
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Senior Advisor, Financial performance and budget
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Levis, QC · Montreal, QC
- Full-time
…invest in pension plans and improve financial performance. You lead development projects and strategic initiatives that are complex and innovative. Your initiatives require extensive…
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Senior Advisor, Personal
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…needs in accordance with current strategies and practices. You lead and influence clients and practitioners on sales and service development projects, initiatives and activities that…
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Infection Prevention and Control (IPAC) Lead
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- 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…
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Digital Marketing Lead
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- Full-time
As Digital Marketing Lead, you will be the person who builds that engine. Paid media, organic social, email and lifecycle, influencer and creator execution, performance tracking, and the…
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Divisional Controller
The Skyline Group of Companies
Guelph, ON
- Full-time
…sustain the integrity of our organization. You’ll also take the lead in developing and implementing best practices, policies, and procedures that keep our finances as solid as our…
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Lead Java Risk Developer
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Mississauga, ON · Toronto, ON
- Full-time
The Lead Java Risk Developer is a senior level position responsible for establishing and implementing new or revised application systems and programs in coordination with the Technology…
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Director, Workplace Strategy
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Toronto, ON
- Full-time
…enterprise environments. As a Director, Workplace Strategy, you’ll lead the evolution, translation, and implementation of CIBC’s Global Workplace Experience Strategy across workplace…
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Senior Analyst, Digital Platforms & Insights
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Toronto, ON
- Full-time
The Senior Analyst, Digital Platforms & Insights reports to the Chapter Lead of Digital Platforms & Operations and helps the organization understand how clients engage with its digital…
Added 2 mins ago
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Consultant, Backend Developer
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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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