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Added 6 mins ago
Sr. Manager, Leak Detection
Chemelex
Edmonton, AB
Specialty Leak Detection is a growth area for Chemelex. This position leads an electronics-focused product development incubator for our leak detection business, with responsibility for…
Added 6 mins ago
MN
Vice President, Professional Services
March Networks
Ottawa, ON
- Full-time
…align delivery excellence with strategic business objectives, product adoption, and long-term customer…
Added 6 mins ago
RI
Senior SDET – iOS Automation (Xcode, XCUI, Python/Java)
Raas Infotek
Vancouver, BC
- Contract
About this team: This role is in Digital Engineering and Delivery team. This team is responsible for engineering and deploying Engineering solutions for our stores to enhance customer…
Added 6 mins ago
RI
SDET/Automation – Mobility (iOS Application Testing)
Raas Infotek
Vancouver, BC
- Contract
About this team: This role is in Digital Engineering and Delivery team. This team is responsible for engineering and deploying Engineering solutions for our stores to enhance customer…
Added 6 mins ago
RI
SDET - Mobility (IOS testing)
Raas Infotek
Vancouver, BC
- Contract
…deliverables for each release. Support high-quality automation test engineering, test plan and principles, adhere to QA best practices. Perform other duties as…
Added 6 mins ago
RI
Senior SDET – iOS Automation (Xcode, XCUI, Python/Java)
Raas Infotek
Vancouver, BC
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About this team: This role is in Digital Engineering and Delivery team. This team is responsible for engineering and deploying Engineering solutions for our stores to enhance customer…
Added 6 mins ago
RI
SDET/Automation – Mobility (IOS Applications)
Raas Infotek
Vancouver, BC
- Contract
About this team: This role is in Digital Engineering and Delivery team. This team is responsible for engineering and deploying Engineering solutions for our stores to enhance customer…
Added 21 mins ago
B
Senior / Lead Product Manager - New Verticals
Baselane
Toronto, ON
- Full-time
Lead a dedicated product pod. Partner closely with dedicated Product Design and Engineering team members to drive execution, maintain momentum, and deliver high-impact results.
Added 21 mins ago
T
Manager, Engineering (Small Business Card ART)
TD
Toronto, ON
- Full-time
The Small Business Card ART team is seeking an experienced and highly motivated Engineering Manager, who will lead a team of engineers and be responsible for designing, developing, and…
Added 21 mins ago
T
Data Scientist II
TD
Toronto, ON · Montreal, QC
- Full-time
…stakeholders. The successful candidate will partner with Strategy, Engineering, Product, Data, Model Validation, and Risk teams to translate business challenges into scalable analytical…
Added 36 mins ago
C
Vice President, Sales & Marketing
CYBERWELL
ON · Ontario, Canada
- Full-time
…offensive security exposure management to GRC, architecture and engineering, threat intelligence, and 24/7 managed detection and response. We partner with enterprise leaders who are…
Added 36 mins ago
TI
Senior Product Manager
Teckhorizon Inc
Toronto, ON
- Contract
Our client is seeking a Senior Product Manager to lead product planning, strategy, development, and delivery throughout the product lifecycle. The role requires extensive experience…
Added 36 mins ago
C
CNC Machine Operator - Precision Equipment
CyberCoders
Chatham, NB
- $30 to $32 CAD / hour
- Contract
Use precision measuring instruments to verify product quality
Added 36 mins ago
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Product Director, Mobile | Directeur ou directrice de produit, Mobile
NBCUniversal
Montreal, QC
- Full-time
NBCUniversal is seeking a Product Director, Mobile to lead the vision, strategy, and direction of our mobile product experience. This role will work across product, design, technology,…
Added 36 mins ago
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Chief Technology Officer
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Halifax, NS
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Lead Salient’s technology function by providing strategic and technical leadership across R&D, Cell Development, and Quality.
Added 36 mins ago
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Senior Software Engineer – Drone Control & Simulation (Defense and Dual-Use)
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Montreal, QC
- Full-time
…first market. Armed forces and defense manufacturers are our lead customers and partners. The same technology also serves civilian uses (dual use): public safety, search and rescue,…
Added 36 mins ago
R
Program Manager
Resonaite
Belleville, ON
- $85,000 to $100,000 CAD / year
- Full-time
Manage the Customer interface on a regular basis to resolve any commercial issues, outstanding engineering changes and product quality improvements.
Added 36 mins ago
QC
Engineering Coordinator
Quarry Consulting
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
The purpose of the Engineering Coordinator - Projects is to be the technical lead for projects. This person ensures that high level design and technical aspects of the projects are solved.…
Added 37 mins ago
C
Senior AI Scientist
CIBC
Toronto, ON
- Full-time
…intelligence, machine learning, and natural language processing. We lead the design, build, and deployment of practical AI solutions, taking ideas from early prototypes to scalable,…
Added 37 mins ago
M
Senior Release Train Engineer
Manulife
Toronto, ON · Waterloo, ON
- Full-time
…Train, helping establish and embed new ways of working across Product, Engineering, Architecture, and…
Added 52 mins ago
CL
Technical Specialist - Inside Sales
Contrôles Laurentide / Laurentide Controls
Kirkland, QC
- Full-time
Develop customized solutions by mapping customer requirements to product capabilities, working closely with internal teams such as product development, engineering, and operations to ensure…
Added 52 mins ago
S
Sales Representative - Canada
Slide
Remote, Canada
- $106,000 to $141,000 CAD / year
- Full-time
- Remote
Lead competitive conversations with MSPs using other BCDR vendors, clearly and honestly articulating Slide's advantages in security, performance, simplicity, and pricing.
Added 52 mins ago
Area Manager II, YOW3
Amazon
Ottawa, ON
…to join our team as an Area Manager. In this role, you will lead a team of hourly workforce and will be responsible for engaging your team during their shifts to maintain the highest levels…
Added 52 mins ago
Area Manager II, YOW3
Amazon
Ottawa, ON
…to join our team as an Area Manager. In this role, you will lead a team of hourly workforce and will be responsible for engaging your team during their shifts to maintain the highest levels…
Added 52 mins ago
GV
Hardware Development Technical Lead
GE Vernova
Markham, ON
- Full-time
Strategic Oversight: Lead the technical architecture and end-to-end development lifecycle for complex hardware systems, ensuring external partners align with GE Vernova’s rigorous…

Pontosense

Customer Support Lead

Toronto, ON, M5C 3G8, Canada

Pay: $75,000 to $95,000 CAD base salary · Full-time

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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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