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Added 28 mins ago
AH
Primary Care Paramedic
Alberta Health Services
Camrose, AB
- Part-time
…adjuncts, and providing semi-automated defibrillation. You may also lead the BLS crew in delivering clinical care during patient transport or at emergency scenes. You will assist in…
Added 28 mins ago
AH
Advanced Care Paramedic
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Didsbury, AB
- Temporary
…airway adjuncts, and delivering electrical therapy. You may also lead the ALS team in providing clinical care during patient transport or at emergency scenes. You will support the readiness…
Added 1 hour ago
EA Sports FC - Associate Quality Designer - FC Quality Verification
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Lead test case design and execution to identify issues and verify product readiness.
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DB
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Conduct structured induction and monthly training programs on SOPs, test parameters, compliances, and QMS updates.
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SH
Health Care Aide
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Red Deer, AB
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Up to date immunization record including a current TB test within 1 year.
Added 5 hours ago
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Added 7 hours ago
SC
Licensed Practical Nurse
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Added 7 hours ago
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Licensed Practical Nurse
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Added 9 hours ago
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Toronto, ON
- Full-time
…Ontario Health and the broader health system. The role will lead complex initiatives, including the implementation of an integrated capacity and HHR plan for Ontario and the expansion of…
Added 9 hours ago
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Technical Property Accountant | Housing
EliseAI
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Lead testing and validation - Develop representative test cases, run UAT with client accountants, and confirm outputs reconcile to expectations
Added 9 hours ago
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Staff Property Accountant | Housing
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Toronto, ON
- Full-time
Lead testing and validation - Develop representative test cases, run UAT with client accountants, and confirm outputs reconcile to expectations
Added 10 hours ago
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Systems Analyst II
BGIS
Markham, ON
- Full-time
The System Analyst II will lead the management and maintenance of key data center and network infrastructure to ensure successful realization of operational targets. As someone who has…
Added 10 hours ago
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Lead Optometrist
Specsavers
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Lead Optometrist
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Goderich, ON
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ON · Ontario, Canada
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Added 12 hours ago
Lead Optometrist- Thunder Bay
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Added 12 hours ago
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Goderich, ON
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Montreal, QC
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Added 12 hours ago
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Added 13 hours ago
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Added 13 hours ago
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Senior Business Partner, Health Workforce Capacity
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Toronto, ON
- Full-time
…Ontario Health and the broader health system. The role will lead complex initiatives, including the implementation of an integrated capacity and HHR plan for Ontario and the expansion of…
Added 13 hours ago
AP
Infection Prevention and Control (IPAC) Lead
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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…
Added 13 hours ago
M
Business Development Associate
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Added 13 hours ago
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UKG Specialist
Kensington Health
Toronto, ON
- Full-time
…knowing that creating safe, inclusive, and equitable spaces in healthcare strengthens our bold vision: building a better life for everyone. Our Diversity, Equity, and Inclusion efforts are…
Added 14 hours ago
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Product Marketing Manager
WELLSTAR
Toronto, ON
- Full-time
At WELLSTAR, we are committed to reshaping Canadian healthcare by leveraging technology to address the administrative burdens that pull physicians away from their true calling - patient…

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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