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MANGO - Store Manager - Upper Canada Mall
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Newmarket, ON
- Full-time
We are looking for an experienced Store Manager who is an exceptional leader with the ability to motivate, inspire, and develop a high-performing store team. The Store Manager will be…
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ACCOUNT MANAGER (HYBRID)
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Calgary, AB · Vancouver, BC · Toronto, ON · Windsor, ON
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First Frost Open House Volunteer - November 7, 2026
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Program Assistant (2026-1188)
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- Part-time
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People & Culture Generalist
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Early Childhood Assistant (PT 18 Months Contract - Fraser Mustard)
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Toronto, ON
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Toronto, ON
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…response, and competitive value. As a Junior National Account Manager - Service Sales, your role is pivotal to our team. Your primary responsibility will be to actively pursue fire and life…
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…duties as directed by the Production Supervisor or the Plant Manager, including assisting the Operating Teams with plant maintenance and…
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Employment Case Manager Skills Training and Employment Pathways
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Employment Case Manager - Skills Training and Employment Pathways (STEP)
Added 1 min ago
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Employment Case Manager Skills Training and Employment Pathways
Wesley
Hamilton, ON
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Employment Case Manager - Skills Training and Employment Pathways (STEP)
Added 1 min ago
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Country Manager – Canada
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The Country Manager - Canada is responsible for the overall leadership, strategic direction, financial performance, and operational management of Beltservice's Canadian business. This role…
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Senior Business Analyst - TD Asset Management
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Toronto, ON
- Full-time
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…career, development, and performance conversations with your manager, as well as access to an online learning platform and a variety of mentoring programs to help you unlock future…
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Senior Actuarial Analyst
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Personal Banking Associate Trainee
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The Manager, Business Automation is a working-level people leader within Sun Life Global Investments on the Strategic Analytics and Innovation team. The role is accountable for automation…
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Assistant Store Manager - Full Time - Sherway Gardens
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Full Time Overnight Worker
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Cook
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Receives calls and takes messages for the Business Manager in their absence. Passes information on to appropriate staff, as required, and acts on emergency therapeutic dietary requests.
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Manager
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- Full-time
As Manager, your role involves using your ability to make quality decisions and build effective teams to manage a large subset of sales or operations activities or a support sub-function…
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Theatre Manager Oakville & VIP 3 Month Contract
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Supervisor (Part Time)
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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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