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Added 13 mins ago
FG
MANGO - Store Manager - Upper Canada Mall
Fox Group Canada Inc.
Newmarket, ON
- Full-time
…currently operation Mango, Laline and Fox Home. Nike is also part of the Fox Group Canada and it is operated by Retailors. We couldn’t be more excited and it is a wonderful time to join our…
Added 13 mins ago
ACCOUNT MANAGER (HYBRID)
Green Shield Canada
Calgary, AB · Vancouver, BC · Toronto, ON · Windsor, ON
Manager, working with third-party payors, TPAs, and/or advisors in the
Added 13 mins ago
CI
Program Assistant (2026-1188)
Carewest Innovative Healthcare
Calgary, AB
- Part-time
Position Status: Regular Part Time Location: Market Mall, OSI Clinic BW Hours: 62.00 FTE: 0.80 Shift: Days Shift Times: 0800-1615 Union: HSAA Rate of Pay: $38.80 - $51.17 PCN: SPTOSIAD07
Added 13 mins ago
A
People & Culture Generalist
ARC'TERYX
New Westminster, BC
- Full-time
Reports to: Director, People & Culture Business Partnerships / Sr. Manager, PCBP
Added 13 mins ago
CD
Early Childhood Assistant (PT 18 Months Contract - Fraser Mustard)
Child Development Institute
Toronto, ON
- Part-time
…young clients. Joining us now is a rewarding opportunity to be part of an organization that is built on a legacy of more than 100 years of helping children and…
Added 13 mins ago
HÀ
Country Manager – Canada
HR à la carte
Mississauga, ON
- Full-time
Employment Type: Existing, Full-Time, Permanent Position
Added 13 mins ago
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Senior Actuarial Analyst
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 13 mins ago
J&
IM Transcend-Program Manager, Signavio
Johnson & Johnson Innovative Medicine
Toronto, ON
- Full-time
We are searching for the best talent for a Transcend: Signavio Program Manager! This hybrid position will be located in Latina, Italy. Alternate hybrid locations may be considered in…
Added 13 mins ago
TS
Cook
The Salvation Army Canada and Bermuda Territory
Newmarket, ON · York Housing & Supportive Services - Belinda's Place
- Full-time
This is a regular full-time position (42 hours weekly), 7am - 7pm rotational shifts. This job posting will run concurrently for internal and external applicants. However, for the first ten…
Added 13 mins ago
CI
Supervisor (Part Time)
Carters Inc.
Niagara Falls, ON
- Part-time
As a Part Time Supervisor, you will be the first face of the brand for growing families. You’ll congratulate new parents and grandparents, the first to introduce our new baby essentials,…
Added 13 mins ago
CT
Security Coordinator
Canadian Tire Corporation
Brampton, ON · AJ Billes Distribution Centre [AJBDC]
- Full-time
…retirement and savings programs for eligible employees. As part of our enhanced flex benefits program, we offer mental health benefits in the amount of $5,000 per year for benefits-eligible…
Added 13 mins ago
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Manager, Liquidity & Funding Management
BMO
Toronto, ON · FCP
- Full-time
…role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above…
Added 13 mins ago
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HR Consultant - Private Wealth
BMO
Toronto, ON · FCP
- Full-time
…role, and may include a commission structure. Salaries for part-time roles will be pro-rated based on number of hours regularly worked. For commission roles, the salary listed above…
Added 13 mins ago
BQ
QNX Quality Manager
BlackBerry QNX
Ottawa, ON
- Full-time
We're looking for a Quality Manager or Senior Quality Manager (depending on your qualifications) to play a pivotal role in auditing, maintaining, and advancing the quality, safety, and…
Added 13 mins ago
B
QNX Quality Manager
BlackBerry
Ottawa, ON
- Full-time
We're looking for a Quality Manager or Senior Quality Manager (depending on your qualifications) to play a pivotal role in auditing, maintaining, and advancing the quality, safety, and…
Added 28 mins ago
H
Nurse A - Registered Nurse Registered Psych Nurse
HealthCareersInSask.ca
Spiritwood, SK
- Part-time
Job Description: Under the direction of the Community Care Manager, the Home Care Nurse provides professional nursing care to meet the physical, psychological, rehabilitative, and emotional…
Added 28 mins ago
LensCrafters - Licensed Assistant Manager - #941 Guelph ON
EssilorLuxottica Group
Guelph, ON
LensCrafters is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology…
Added 28 mins ago
TA
SERVICE COORDINATOR - PART TIME
The Aldo Group Inc / Le Groupe Aldo Inc.
Ottawa, ON
- Part-time
Reporting to the Store Manager, the Part-Time Service Coordinator keeps everything behind the scenes running smoothly. From staying on top of inventory to making sure the store is always…
Added 28 mins ago
BT
Daily Shift Manager - Full Time Temporary
BC Transit
Victoria, BC
- Full-time
Employment Type: 9 months Full-Time Temporary
Added 28 mins ago
FB
Income Verifier
Fairstone Bank
Vancouver, BC
- Full-time
Join Eden Park as an Income Verifier, reporting to a manager, and be part of our talented and growing team!
Added 28 mins ago
E
Receptionist-Casual Part Time- Harol and Grace Baker Centre
Extendicare
Toronto, ON · Harold & Grace Baker Centre (Long Term Care)
- Part-time
Candidates are invited to apply for the position of part-time/ casual Receptionist including evenings and weekends to work at Harold and Grace Baker Centre, 1 Northwestern Avenue, Toronto,…
Added 28 mins ago
E
Coordinator, Project Delivery
EPCOR
AB · Edmonton, Alberta
- Full-time
Note: Applicants must submit both an up-to-date resume and a cover letter as part of their application package. The resume should reflect current work experience, qualifications, and…
Added 28 mins ago
E
Service Consultant
EPCOR
AB · Edmonton, Alberta
- Full-time
…completion of training requirements. Employees working in a part-time capacity will progress to the next wage rate after accumulating the required hours…
Added 28 mins ago
Catering Chef
Wilfrid Laurier University
Waterloo, ON
Full-time/Part-time: Full Time (>=1249 hrs/year)
Added 28 mins ago
Occupational Therapy Assistant - Rehabilitation & Supportive Care
Nova Scotia Health and IWK Health
Sydney, NS
Permanent part-time position; 37.5 hours biweekly

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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