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Added 6 mins ago
Senior Quality Assurance Analyst
Mariner
NS
Work closely with the existing QA Test Lead and Agile delivery team to support successful project delivery.
Added 6 mins ago
Seasonal Sales Associate-Retail
Roots
Winnipeg, MB
Please note: Roots uses technology-assisted tools, including artificial intelligence (AI), to support parts of the recruitment process. These tools may be used to help review applications,…
Added 6 mins ago
Senior Quality Assurance Analyst
Mariner
Halifax, NS
Work closely with the existing QA Test Lead and Agile delivery team to support successful project delivery.
Added 6 mins ago
JI
Project Sales Associate
J.D. Irving, Limited
Moncton, NB
- Full-time
…Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive…
Added 6 mins ago
FK
FOH Team Lead at Fresh on Danforth- Supervisor Experience Required
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Toronto, ON
- Full-time
…400;"><br></span><span style="font-weight: 400;">The FOH Team Lead is in charge of assisting with the overall operations of the front of house to ensure guest satisfaction by providing…
Added 6 mins ago
W
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…
Added 6 mins ago
VB
Senior Project Manager
Vaco by Highspring
Winnipeg, MB
- $80 to $100 CAD / hour
- Contract
Support tendering, evaluation, vendor selection, contract negotiation, and contract awards.
Added 6 mins ago
L
Program Manager
LTM
Mississauga, ON
- Full-time
LTM FSTI is hiring a Program Manager to lead strategic, multi-project initiatives in Canadian financial-services technology delivery. This is a high-impact opportunity for a high-potential…
Added 6 mins ago
L
Program Manager
LTM
Mississauga, ON
- $130,000 to $150,000 CAD / year
- Full-time
LTM FSTI is hiring a Program Manager to lead strategic, multi-project initiatives in Canadian financial-services technology delivery. This is a high-impact opportunity for a high-potential…
Added 6 mins ago
CC
Director, Leadership Giving
Canadian Cancer Society
Vancouver, BC
- Full-time
…invest in transformative cancer research, we provide a caring support system for everyone affected by cancer and we advocate to governments to create a healthier future for all. It takes a…
Added 21 mins ago
W
Director of Communications
Waabi
Toronto, ON
- Full-time
…we're unlocking the next era of autonomous transportation with technology that's powering commercial autonomous trucks and robotaxis. Waabi is backed by and partners with world leaders in…
Added 21 mins ago
JI
Dispatch Manager
J.D. Irving, Limited
Concord, ON
- Full-time
…Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive…
Added 21 mins ago
JI
Linehaul Payroll/Admin Clerk
J.D. Irving, Limited
Dieppe, NB
- Full-time
…Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive…
Added 21 mins ago
JI
Maintenance Manager
J.D. Irving, Limited
Toronto, ON
- Full-time
…Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive…
Added 21 mins ago
Junior Full stack Developer (Front End Focus)
Scotiabank
Toronto, ON
Scotiabank continues to be an industry leader for Payments technology and innovation. We have a history of safely leveraging new tools to enable new experiences for our customers, focusing…
Added 21 mins ago
Senior Crypto Engineer
Scotiabank
Toronto, ON
…services, advance engineering capabilities, and work with global technology and business partners to lead foundational and transformational security products strategically across the…
Added 36 mins ago
CF
Senior Security Specialist
CI Financial
Toronto, ON
- Full-time
Lead technical troubleshooting and coordinate with internal teams and vendors to resolve security technology issues.
Added 36 mins ago
TC
Corporate Social Responsibility Manager (Maternity leave)
Tata Consultancy Services
Toronto, ON · Greater Toronto Area, Canada
- Contract
TCS has been serving the Canadian marketplace for more than 35 years and today is the technology partner of choice for many of the country's leading organizations. As one of the largest IT…
Added 36 mins ago
WT
Product Marketing Manager
WELLSTAR Technologies
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…
Added 1 hour ago
BA
Practice Manager
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Ramsey, ON
- Full-time
Lead People. Strengthen Culture. Make a Lasting Impact.
Added 1 hour ago
BA
Board Certified Behavior Analyst (BCBA)
Bierman Autism Centers
Ramsey, ON
- Full-time
Direct, lead & supervise behavior technicians as part of managing programs, including oversight of assigned RBT supervision hours
Added 1 hour ago
K
Senior Project Manager - NET
Kinectrics
Toronto, ON
- Contract
…we aren’t looking to slow down. Join our diverse, supportive workplace for a rewarding career in the electricity…
Added 1 hour ago
Senior Manager, Financial Reporting
Clutch Technologies Inc.
Toronto, ON
…Growing Companies in Canada and also awarded spots on Deloitte’s Technology Fast 50™ and Fast 500™ lists, we’re looking to add curious, hard-working, and driven individuals to our growing…
Added 1 hour ago
Director, Financial Reporting
Clutch Technologies Inc.
Toronto, ON
…Growing Companies in Canada and also awarded spots on Deloitte’s Technology Fast 50™ and Fast 500™ lists, we’re looking to add curious, hard-working, and driven individuals to our growing…
Added 1 hour ago
O
Associate Director, Process Engineering
OMERS
Toronto, ON · Head Office Toronto
- Full-time
This is an opportunity to play a leading role in shaping how work gets done across OMERS. As part of the Data and Technology team, the Associate Director, Process Engineering will lead the…

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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