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Added 9 mins ago
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Sr. Developer - Application Development JAVA N 4B
BrightClaim
AB
- Full-time
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our…
Added 9 mins ago
B
Sr. Developer - Application Development JAVA N 4B
BrightClaim
AB
- Full-time
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our…
Added 1 hour ago
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Junior Solutions Engineer
Pontosense
Toronto, ON
- Full-time
Toronto or Waterloo, hybrid | Full-time | Reports to the Solutions Lead
Added 1 hour ago
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Customer Support Lead
Pontosense
Toronto, ON
- Full-time
Added 1 hour ago
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Senior Manager – Analytics & Insights
Teqfocus
Markham, ON
- Full-time
Lead an analytics delivery function and build a proactive partnership with business, clinical and operations stakeholders. Translate ambiguous business questions into useful metrics,…
Added 1 hour ago
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Program Implementation Manager
Teqfocus
Markham, ON
- Full-time
As a Salesforce Summit Partner, we work in Healthcare, Life Sciences, Financial Services, Insurance, and Hi-Tech - industries where getting AI right matters and the tolerance for failure is…
Added 5 hours ago
ID
Senior Vice President (SVP) – Client Partner
Intellect Design Arena Ltd
Vancouver, BC
- $240,000 to $260,000 CAD / year
- Full-time
We are seeking a high-caliber, strategic Senior Vice President (SVP) – Client Partner to lead and scale our Canadian sales team focused on the Credit Union and Mid-Market Bank cluster in…
Added 8 hours ago
FS
Mechanical Designer
Fidus Systems
Canada
- Full-time
Fidus is a global high-tech design firm headquartered in Ottawa, with additional design centres in Kitchener-Waterloo and San Jose. We specialize in leading-edge electronic product…
Added 8 hours ago
FS
Mechanical Designer
Fidus Systems
Remote, Canada
- Full-time
- Remote
Fidus is a global high-tech design firm headquartered in Ottawa, with additional design centres in Kitchener-Waterloo and San Jose. We specialize in leading-edge electronic product…
Added 9 hours ago
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Director of Health, Safety & Environment
Clutch
Mississauga, ON
- Full-time
Clutch is hiring its first Director of Health, Safety & Environment to build and lead a best-in-class HSE function for a high-growth, multi-site production and logistics business. You will…
Added 12 hours ago
Director of Health, Safety & Environment
Clutch Technologies Inc.
Mississauga, ON
Clutch is hiring its first Director of Health, Safety & Environment to build and lead a best-in-class HSE function for a high-growth, multi-site production and logistics business. You will…
Added 13 hours ago
NW
Customer Service Lead
NOBL Wheels
Cumberland, BC
- Full-time
We are seeking a Customer Service Lead with strong operational execution, people-first leadership, and a modern systems mindset. You will guide our customer service function by supervising…
Added 13 hours ago
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GTM Strategy & Operations Manager
Pakfactory
ON · Markham, Ontario
- Full-time
…in custom packaging, manufacturing, print, supply chain, or tech-enabled services is an…
Added 19 hours ago
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Senior AI Developer
OSEDEA
Montreal, QC
- Full-time
We’re a thriving and agile tech development firm. People are at the center of everything we do. Simply put, we care. Our team personally cares about our clients and the world around them,…
Added 21 hours ago
K
Store Manager - Lime Ridge Mall (New Store Opening!)
Knix
Hamilton, ON
- Full-time
We’re opening the doors to our newest retail location and looking for a dynamic Store Manager to lead the charge. This is your opportunity to build and inspire a team from the ground up,…
Added 21 hours ago
K
Store Manager - Lime Ridge Mall (New Store Opening!)
Knix
Hamilton, ON
- Full-time
We’re opening the doors to our newest retail location and looking for a dynamic Store Manager to lead the charge. This is your opportunity to build and inspire a team from the ground up,…
Added 1 day ago
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Podcast Producer – Sociology Series
Twine
Canada
- Contract
…episode releases. You will collaborate closely with the editorial lead to shape the show's direction, coordinate guest bookings, and ensure a seamless workflow for both audio and video…
Added 1 day ago
Business Developer (FX Financial Solutions)
Ebury
Toronto, ON
…programmes designed to accelerate your career. Whether you aim to lead a team or specialise in high-level account management, you’ll have the tools and guidance to get…
Added 1 day ago
Branch Manager - FX Sales
Ebury
Montreal, QC
As a Senior Member of our Front Office team, the FX Sales Team Lead has responsibility for leading a sales team, establishing sales objectives and implementing sales programs. They are…
Added 1 day ago
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TikTok Commerce - Mass Acquisition & Incubation Manager
TikTok
Toronto, ON
- Full-time
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn…
Added 1 day ago
SS
Head of R&D
Seller Snap, Inc.
Brampton, ON · Regional Municipality of Peel, ON
- Full-time
Experience managing developers as a team lead, tech lead or engineering manager.
Added 1 day ago
EC
Technical Services Representative, Rogers Centre Ottawa (Union) - Full Time
Encore Canada
Ottawa, ON
- Full-time
As required, act as Lead TSR which consists of coordinating a team of TSR and freelancers and act as the on-site resources for the client and operations department.
Added 1 day ago
SA
Account Executive
STAN AI
Toronto, ON · North York, ON
- $90,000 to $115,000 USD / year
- Full-time
Cross-Functional Collaboration: Partner with the Marketing team on lead gen strategies and coordinate with the Customer Success team for seamless client hand-offs.
Added 2 days ago
AM
Director Digital Solutions & Business Growth
Arc Mercer
Barrie, ON
- Full-time
…you will spearhead our innovation agenda-scouting emerging tech to modernize our ecosystem, supercharge service delivery, and elevate the daily employee experience. You won't just track…
Added 2 days ago
I
Partner Enablement Leader
Intuit
Toronto, ON
- Full-time
Recruit, onboard and develop a team of managers and enablement professionals across regions, many of whom will lead their own teams as the function grows.

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 29, 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.

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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 and maintain support playbooks while collaborating 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 professional when handling sensitive customer concerns.

Skills

Customer support
Team leadership
Escalation management
Quality assurance
Coaching
Technical writing
Troubleshooting
Product support
BPO management
Customer experience
Communication
Project management

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
Customer Insight
Technical Support
Hybrid Work
Health Tech
Sensors
Customer Success
Mentorship
Process Improvement
Documentation

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