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Added 22 mins ago
CM
TFT - Nurse Care Coordinator
Canadian Mental Health Association - Windsor Essex County
Windsor, ON
- Temporary
Reporting to the Manager, Clinical Services the Nurse Care Coordinator will, under general supervision, provide intake and assessments as well as direct client care and related support,…
Added 22 mins ago
W
(CAN) Asset Protection Associate
Walmart
Mississauga, ON
- Part-time
…investigations, escalates information to the Market Loss Prevention Manager in accordance with Company guidelines. Conducts or supports investigations related to internal theft, external…
Added 36 mins ago
2I
Senior Systems Testing/ QA Specialist
2iSolutions Inc.
Toronto, ON
- Contract
…requires onsite attendance up to 3 days per week, at the Hiring Manager's…
Added 36 mins ago
Commercial Lead, Strategic Project Delivery
Hydro One Networks Inc
Toronto, ON
…orders approved, in review etc.) in coordination with Project…
Added 36 mins ago
MANAGER STANDARDS & INNOVATION
City of Toronto
Toronto, ON
Develops and manages Branch operating budget including managing annual work selection allocations, procurement planning and business case development
Added 52 mins ago
NC
Client Manager, Commercial Agriculture & Equine
NFP Corp
London, ON · Markdale, ON · Markham, ON · Sudbury, ON · Windsor, ON
- Full-time
…location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based…
Added 1 hour ago
AT
Immigration Coordinator
Armour Transportation Systems
Moncton, NB
- Full-time
…RCIC designation. The focus is on documentation management, case coordination, compliance monitoring, reporting, employee communications, and process…
Added 1 hour ago
EC
Clinical Supervisor FT
EHN Canada
Carters Point, NB
- $80,000 to $95,000 CAD / year
- Full-time
The Clinical Supervisor works closely with the Executive Director, nursing, operations manager, and other members of the interdisciplinary team to promote coordinated, integrated, and…
Added 1 hour ago
MG
Financial Reporting Manager / Directeur, analyse et informations financières
Maples Group
Montreal, QC
- Full-time
The Maples Group looks to add a Montreal, Canada-based Financial Reporting Manager to our team and invites eager and qualified candidates to apply. Recognised as one of Montreal's top…
Added 1 hour ago
Portfolio Asset Manager
Infrastructure Ontario
Toronto, ON
Infrastructure Ontario is seeking a Portfolio Asset Manager to provide strategic leadership in the stewardship, optimization, and long-term sustainability of the Government Real Estate…
Added 1 hour ago
NS
IMIT Business Analyst - HIM Coding Classification & Terminology Standards
Nova Scotia Health Authority
NS · Nova Scotia, Canada
- Full-time
The HIM BA will report directly to the Provincial Manager and may take direction from an Operations Manager. The HIM BA provides subject matter expertise for the IMIT Clinical…
Added 1 hour ago
Public Health Nurse
Winnipeg Regional Health Authority
Arborg, MB
Reporting to the Clinical Team Manager – Public Health, the Public Health Nurse applies public health sciences and nursing theory to promote, protect and preserve the health of populations.…
Added 1 hour ago
Clinical Therapist (Masters) - Adult - Mental Health & Addictions
Nova Scotia Health and IWK Health
Middleton, NS
The Clinical Therapist is a member of the Adult Service team in Mental Health and Addictions. Reporting to the Manager, the Clinical Therapist provides assessment and planning, treatment…
Added 1 hour ago
IMIT Business Analyst - HIM Coding Classification & Terminology Standards
Nova Scotia Health and IWK Health
All Locations, Nova
The HIM BA will report directly to the Provincial Manager and may take direction from an Operations Manager. The HIM BA provides subject matter expertise for the IMIT Clinical…
Added 2 hours ago
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Founding DTC Growth Marketing Manager, Silvie
Pontosense
Toronto, ON
- Full-time
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
Added 2 hours ago
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Customer Success Manager
Pontosense
Toronto, ON
- Full-time
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
Added 2 hours ago
P
Customer Support Lead
Pontosense
Toronto, ON
- Full-time
Toronto or Waterloo, hybrid | Full-time | Reports to the Manager, Customer Support
Added 2 hours ago
P
Customer Support Specialist
Pontosense
Toronto, ON
- Full-time
Toronto or Waterloo, hybrid | Full-time | Reports to the Manager, Customer Support
Added 2 hours ago
P
Supply Chain Manager
Pontosense
Toronto, ON
- Full-time
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
Added 3 hours ago
H
Insurance Advisor
Howden
Winchester, ON
- Full-time
…of a large organisation, and working closely with the Branch Manager to achieve…
Added 3 hours ago
IR
Home Care Scheduling Clerk
Interlake-Eastern Regional Health Authority
Selkirk, MB
- Full-time
The Home Care Scheduling Clerk works under the supervision of the Clinical Team Manager – Home Care performing various office functions including coordinating and maintaining scheduling for…
Added 4 hours ago
A
Coordinator, People & Culture Hotel Operations - Global, Raffles & Fairmont
Accor
Toronto, ON
- Full-time
Coordinate, compile, maintain, and retain General Manager and Director, People & Culture files and documentation.
Added 4 hours ago
A
Coordinator, People & Culture Hotel Operations - Global, Raffles & Fairmont
AccorCorpo
Toronto, ON
- Full-time
· Coordinate, compile, maintain, and retain General Manager and Director, People & Culture files and documentation.
Added 5 hours ago
NR
Children’s Services Program Supervisor
Niagara Region
ON · Niagara, ON
- Contract
Reporting to the Manager Children’s Operations, the Children’s Services Program Supervisor is responsible for the delivery and administration of the Niagara Region’s Licensed Home Child…
Added 5 hours ago
IE
Manager, Supply Chain & Innovation
IMAX Enhanced | Streaming & Consumer Technology
Mississauga, ON
- Full-time
The Manager, Supply Chain Analytics & Innovation reports to the Senior Director, Supply Chain Operations and partners with Supply Chain leaders to identify, design and implement…

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.

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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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