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Added 7 mins ago
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Senior Product Marketing Manager
Booxi
Montreal, QC
- Full-time
Pour y arriver, on cherche un·e Senior Product Marketing Manager qui deviendra notre référence sur ce que vivent nos prospects et nos clients, grâce à une recherche client menée en continu…
Added 7 mins ago
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gestionnaire de la remise en marché des véhicules | Remarketing Manager
Avis Budget Group
Dorval, QC
- Full-time
· Utilisation d'un véhicule d'entreprise neuf, incluant l'essence, l'assurance et l'entretien*
Added 7 mins ago
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Controls Integration Specialist Supervisor
CenterLine (Windsor) Limited
Lasalle, ON
- $47 to $56 CAD / hour
- Full-time
…excellence. This position will report to the Controls Integration…
Added 22 mins ago
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Acheteur NPI / NPI Buyer
RTX
Longueuil, QC
- Full-time
Assurance d'approvisionnement de la livraison : Inciter les fournisseurs à promettre la date de développement à venir et les livraisons de matériel de production. Obtenez des rapports…
Added 22 mins ago
VC
Project Manager / Senior Project Manager (Transmission Lines)
Valard Construction
Sudbury, ON
- Full-time
Our Transmission group is currently looking to add a Project Manager / Senior Project Manager to our growing team to support large Transmission Line projects in Ontario.
Added 22 mins ago
VC
Project Manager / Senior Project Manager (Transmission Lines)
Valard Construction
Sault Ste. Marie, ON
- Full-time
Our Transmission group is currently looking to add a Project Manager / Senior Project Manager to our growing team to support large Transmission Line projects in Ontario.
Added 22 mins ago
VC
Project Manager / Senior Project Manager (Transmission)
Valard Construction
Fort St. John, BC
- Full-time
Our Transmission group is currently looking to add a Project Manager / Senior Project Manager to our growing team to support large Transmission Line projects in British Columbia.
Added 22 mins ago
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Manager or Senior Manager, Tax (Private & International)
McGovern Hurley LLP
Toronto, ON
- Full-time
Founded in 1980, McGovern Hurley has grown into a leading mid-sized CPA firm, delivering tailored audit and assurance, tax advisory, reporting and compliance, and consulting services to…
Added 22 mins ago
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Senior Audit and Assurance Accountant
Baker Tilly Canada
Peterborough, ON
- Full-time
Direct field work and informing manager(s) of the engagement status
Added 22 mins ago
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Pharmaceutical Sales Representative - Endocrinology
BioSyent Inc
Montreal, QC
- Full-time
Added 37 mins ago
MH
Manager or Senior Manager, Tax (Public Company)
McGovern Hurley LLP
Toronto, ON
- Full-time
Founded in 1980, McGovern Hurley has grown into a leading mid-sized CPA firm, delivering tailored audit and assurance, tax advisory, reporting and compliance, and consulting services to…
Added 37 mins ago
通
FSQ Technician
通用磨坊股份有限公司
Winnipeg, MB
- Full-time
…technical support to plant operations, the FSQ engineer and manager in day-to-day plant floor activities. Provide leadership in the areas of Food Safety and Quality Management with an…
Added 37 mins ago
UT
U-Accelerate : Développeur(euse) de logiciels, nouveau(elle) diplômé(e) // U-Accelerate: Software Developer, New Grad
Unity Technologies
Montreal, QC · CAN-Montreal
- Full-time
Added 37 mins ago
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Safety Specialist
Harbour Air
Vancouver, BC
- Full-time
Monitor occurrences for emerging trends and high-risk events requiring escalation to the Manager, Safety
Added 37 mins ago
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Quality Assurance & Improvement Manager (Supported Living Quality Lead) – Adults (CQC)
Unidad Educativa Bilingüe Delfos
Windsor, ON
- Internship
We’re recruiting a Quality Assurance & Improvement Manager (QAIM) into our Adult CQC QAIM Team, with a defined portfolio as Supported Living (SL) Quality Lead.
Added 37 mins ago
AS
Project Manager
AgileGrid Solutions
Canada
- Full-time
Olymel is seeking a Project Manager – R&D to lead food product development projects and help turn identified business opportunities into effective, high-quality products. Working in…
Added 37 mins ago
AS
Software Developer
AgileGrid Solutions
Canada
- Full-time
…for customers and communities. Through training, coaching, manager support, and professional networks, team members can grow their capabilities and take on new…
Added 37 mins ago
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Technical Program Manager
HCLTech
Vancouver, BC
- $115,000 to $120,000 CAD / year
- Full-time
We are seeking an experienced Technical Program Manager (TPM) to lead the delivery of complex technology initiatives across software engineering, quality assurance, cloud platforms, and…
Added 52 mins ago
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Senior Product Manager (Platform & AI)
Pakfactory
ON · Markham, Ontario
- Full-time
We're hiring a founding Senior Product Manager (Platform & AI) to own PakFactory’s digital transformation. Partnering directly with the CEO, you will bridge high-level business vision with…
Added 52 mins ago
Quality Control Inspector (Supply Chain & Logistics)
OSI Maritime Systems
Burnaby, BC
Reporting to the Manager of Warehouse Operations the QC Inspector will be responsible for the validation of all operational process outputs, inspecting incoming material, in process, and…
Added 52 mins ago
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Laboratory Assistant
ALS
North Vancouver, BC · CAN - BC - North Vancouver
- Full-time
Report equipment issues promptly to the appropriate supervisor or manager
Added 52 mins ago
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Reactor Components Manager
AtkinsRéalis
Mississauga, ON
- Full-time
The Procurement Engineering Reactor Component Manager reports to the Procurement Engineering Technical Director and oversees the timely delivery of pre- and post-order engineering…
Added 52 mins ago
A
Engineering Manager Mechanical Engineering, Port Elgin
AtkinsRéalis
Port Elgin, ON
- Full-time
The Engineering Manager Mechanical Engineering, Port Elgin office is responsible for leading a group of Mechanical Design and Process System Engineers executing design or field work for…
Added 52 mins ago
TS
Cook
The Salvation Army in Canada
Newmarket, ON
- Full-time
Receives calls and takes messages for the Business Manager in their absence. Passes information on to appropriate staff, as required, and acts on emergency therapeutic dietary requests.
Added 52 mins ago
DE
Plant Production Manager
DM Elite Talent
Milton, ON
- Full-time
DM Elite Talent is seeking an experienced Plant & Production Manager on behalf of an established organization in the Halton Hills/Milton area.

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 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.

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 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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