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Added 6 mins ago
T
Workday Developer
Telesat
Ottawa, ON
- Full-time
Extensibility & AI Agents: Leverage developer tools and Workday AI Agents / AI Gateway architecture to design intelligent, automated workflows and agent-driven orchestrations.
Added 6 mins ago
MN
26-140 - Senior Director, Human Resources
Metis Nation British Columbia
Surrey, BC
- Full-time
Where employees are or become represented by a bargaining agent, lead collective agreement administration, grievance management and the planning and conduct of collective bargaining.
Added 6 mins ago
VT
Virtual Sales Agent
Virtual Task Buddie
Remote, Canada
- $90,000 to $110,000 CAD / year
- Full-time
- Remote
Added 6 mins ago
HA
Senior Commissioning Agent (Mechanical)
Haag, a Salas O'Brien Company
Toronto, ON · North York, ON
- Full-time
Working on our commissioning team (Vertical Start Up Commissioning Group - VSC Group) as a Senior Commissioning Agent (Mechanical), you will be providing commissioning services to our…
Added 6 mins ago
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Senior Commissioning Agent (Mechanical)
Haag, a Salas O'Brien Company
Toronto, ON · North York, ON
- Full-time
Working on our commissioning team as a Senior Commissioning Agent (Mechanical), you will be providing commissioning services to our clients, which includes both off-site development work…
Added 6 mins ago
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Commissioning Agent (Mechanical)
Haag, a Salas O'Brien Company
Toronto, ON · North York, ON
- Full-time
Working on our commissioning team (VSC Group) as a Commissioning Agent, you will be providing commissioning services to our clients which includes both off-site development work and on-site…
Added 21 mins ago
AR
Leasing Manager - Bilingual
Akelius Residential Property AB
Ottawa, ON
- Full-time
Then you could be our next leasing agent. Join us and be part of our journey.
Added 21 mins ago
TI
Full Stack Engineer (knowledge graph platform)
Tekgence Inc
Toronto, ON
- Contract
LangGraph, MCP servers, or AI agent frameworks.
Added 21 mins ago
MN
26-140 - Senior Director, Human Resources
Métis Nation British Columbia
Surrey, BC
- Full-time
Where employees are or become represented by a bargaining agent, lead collective agreement administration, grievance management and the planning and conduct of collective bargaining.
Added 21 mins ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Act as a change agent, continuously challenging the status quo and driving improvements
Added 21 mins ago
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Agent(e) Administratif(ve), Classe 2 - Administrative Agent, Class 2
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Montreal, QC · Shriners Children's - Quebec
- Full-time
Added 21 mins ago
Manager, Global Events
Zafin
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Our portfolio includes Zafin AIOS, an agent orchestration platform for governed AI work; the Zafin Banking Platform, which helps banks modernize product, pricing, offers, billing, loyalty,…
Added 51 mins ago
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Lead Software Engineer
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Toronto, ON
- Full-time
Manage SQL Agent jobs, database backups, recovery, and maintenance plans.
Added 51 mins ago
NC
Manager, Contracting and Procurement (2 positions)
NAV CANADA
Ottawa, ON
- Full-time
The Manager is a change agent and builds strategic relationships with internal and external stakeholders, acts as the chief negotiator for NAV Canada and develops innovative solutions to…
Added 51 mins ago
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AI Platform Engineer
Zodiac Solutions, Inc
Halifax, NS
- Full-time
Hands-on experience building agent-based solutions - e.g., with Lang Chain, Lang Graph, or comparable agent frameworks – even within coding harnesses like Claude Code.
Added 51 mins ago
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Sales Representative, Entry-Level (On-site)
Scotlynn
Brant, ON
- $41,600 to $150,000 CAD / year
- Full-time
This role could also known as Inside Sales Representative, Sales Agent, Account Manager or Account Representative.
Added 1 hour ago
A
Leasing Manager - Bilingual
Akelius
Ottawa, ON
- $50,000 to $55,000 CAD / year
- Full-time
Then you could be our next leasing agent. Join us and be part of our journey.
Added 1 hour ago
A
Manager, Global Strategic Partnerships
Ataccama
Toronto, ON
- Full-time
…trusted for every decision and system. Powered by the ONE AI Agent, Ataccama ONE brings autonomy to data quality and governance, continuously monitoring, improving, and explaining the…
Added 1 hour ago
M
Purchasing Agent
Mobility
Calgary, AB
- $42 CAD / hour
- Full-time
Added 1 hour ago
Senior Software Engineer
impact.com
Victoria, BC
Write clear specs and prompts, break work into agent-sized tasks, and guide agents to high-quality results
Added 1 hour ago
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Coach Agile
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Quebec, QC
- Full-time
Agir comme agent de changement et promouvoir l’expérimentation.
Added 1 hour ago
A
Manager, Global Strategic Partnerships
Ataccama
Toronto, ON
- Full-time
…trusted for every decision and system. Powered by the ONE AI Agent, Ataccama ONE brings autonomy to data quality and governance, continuously monitoring, improving, and explaining the…
Added 1 hour ago
A
Manager, Global Strategic Partnerships
Ataccama
Toronto, ON
- Full-time
…trusted for every decision and system. Powered by the ONE AI Agent, Ataccama ONE brings autonomy to data quality and governance, continuously monitoring, improving, and explaining the…
Added 1 hour ago
G
Senior Databricks Data Platform Engineer
Galent
Montreal, QC
- Contract
Build AI agents and tools on Databricks Mosaic AI Agent Framework Model Serving Vector Search and integrate them with enterprise systems through Model Context Protocol MCP
Added 1 hour ago
KR
AI Security Research Engineer
KTek Resourcing
Toronto, ON
- Contract
Experience with AI red teaming, autonomous penetration testing, agent security, or AI-native security tooling.

Pontosense

Customer Support Lead

Toronto, ON, M5C 3G8, Canada

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

Apply About employer

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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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