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Added 3 mins ago
FB
Warehouse Associate
Foundation Building Materials
Calgary, AB
- Other
Added 3 mins ago
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Youth Care Worker - Saskatoon, SK
Ranch Ehrlo Society
Martensville, SK
- Full-time
…youth, and adults with complex needs? Join our team as a Youth Care Worker and become a part of a dynamic, inclusive environment where you can provide care, support, and guidance to those…
Added 3 mins ago
M
Contracts Specialist
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- Full-time
Such other responsibilities as may, from time to time, be assigned by the Director or Manager of Contracts and Subcontracts
Added 3 mins ago
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Legal Counsel
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Remote, Canada
- $116,659 to $170,000 CAD / year
- Full-time
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Added 3 mins ago
Senior Product Manager, Serverless Compute
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Amazon Web Services (AWS) is looking for a Senior Product Manager to join our Serverless Compute team. Our team owns the products that make it radically easier for builders to build…
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Share performance insights and recommendations with the Brand Storytelling & Content Manager.
Added 3 mins ago
UH
Cogito Business Intelligence Analyst, Cogito Reporting
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- Full-time
…and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology,…
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Cogito Business Intelligence Developer, Cogito Reporting
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Toronto, ON
- Full-time
…and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology,…
Added 3 mins ago
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e-Commerce Coordinator
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Toronto, ON
- $50,000 to $55,000 CAD / year
- Full-time
…Working from priorities set by their group’s Specialist or Manager, they build and maintain site merchandising, content, promotional, and search deliverables, ensuring they are accurate, on…
Added 3 mins ago
E
Assistant General Manager, Toronto
Equinox
Toronto, ON
- $70,000 to $78,000 CAD / year
- Full-time
…expectations high. We attract people who take pride in excellence, care deeply about quality, and want to be part of something that feels different the moment you walk through the…
Added 3 mins ago
C
Civil Substation Lead Engineer
CIMA+
Vancouver, BC
- $142,000 to $192,000 CAD / year
- Full-time
…in an environment that’s engineered for people. At CIMA+, we care about our people and make sure that they feel valued, appreciated, and part of the team. You could even become a…
Added 3 mins ago
NA
Administration/Waiting List Manager - General Surgery
NHS Ayrshire & Arran
Saskatoon, SK
- Full-time
As an Administration/Waiting List Manager within NHS Greater Glasgow and Clyde, you will play a pivotal role in ensuring patients receive timely, high-quality care by effectively managing…
Added 3 mins ago
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Administration/Waiting List Manager - General Surgery
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Saskatoon, SK
- Full-time
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Added 4 mins ago
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Director, Internal Audit (Information Technology)
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- Full-time
10+ years’ proven experience in a financial institution information technology audit role (senior manager or above).
Added 18 mins ago
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Added 18 mins ago
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Added 18 mins ago
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Licensed Practical Nurse - Part Time 0.5 Day
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Added 18 mins ago
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Health Care Aide - Part Time 0.5 Day
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Added 18 mins ago
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Added 18 mins ago
Manager, Payroll & Benefits
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Sudbury, ON · Greater Sudbury, ON
We are currently looking for a Manager, Payroll & Benefits to join our team of committed professionals. This Full-time position within the Association is housed at the YMCA of Northeastern…
Added 18 mins ago
Program Engagement Co-Facilitator - Youth Wellness Hubs Ontario
CAMH
Toronto, ON
…including mental health and substance use supports, primary care, education, employment, housing and other social services in one youth-friendly…
Added 18 mins ago
Program Engagement Co-Facilitator - Youth Wellness Hubs Ontario
CAMH
Toronto, ON
…including mental health and substance use supports, primary care, education, employment, housing and other social services in one youth-friendly…

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.

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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