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Added 14 mins ago
D
Manager, Growth and Performance, P&C Insurance – Personal Lines
Desjardins
Montréal-Ouest, QC
- Full-time
…various sectors around a common plan. To do this, you will lead a multidisciplinary team made up of business strategy, initiative management and business performance advisors. Your…
Added 14 mins ago
AT
Warehouse Associate
Atlas Tools & Machinery
Vaughan, ON
- Full-time
…deliver outstanding service to customers and drive the overall success of the Atlas…
Added 15 mins ago
D
Manager, Growth and Performance, P&C Insurance – Personal Lines
Desjardins
Levis, QC
- Full-time
…various sectors around a common plan. To do this, you will lead a multidisciplinary team made up of business strategy, initiative management and business performance advisors. Your…
Added 15 mins ago
W
Account Executive, Private Client Solutions
Waypoint
Kelowna, BC
- $70,000 to $80,000 CAD / year
- Full-time
Provide market support to contribute to the overall success of the team.
Added 15 mins ago
GE
Field Talent Acquisition Partner
GFL Environmental Inc.
Vaughan, ON
- Full-time
…approach to meeting our customers’ needs. One of the keys to our success lies in the diversity of our services and our ability to deliver robust integrated solutions, all from a single…
Added 15 mins ago
VC
Junior HR & Systems Specialist
Valsoft Corporation
Montreal, QC
- Full-time
…continuously work smarter. Your contributions directly impact employee experience and the overall success of Edelweiss…
Added 15 mins ago
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Senior Product Manager - New Product. Global Legal Tech SaaS. Remote.
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Remote, Canada
- $120,000 to $140,000 CAD / year
- Full-time
- Remote
- Demonstrate success producing product management artifacts such as opportunity briefs, prioritized roadmaps, product specs, user stories, wireframes, and customer-facing docs.
Added 30 mins ago
DC
Electrical Engineer-in-Training
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Winnipeg, MB
- Full-time
…while providing clients with a fully integrated and superior customer…
Added 30 mins ago
EC
Profit Centre Manager
EMCO Corporation
Brampton, ON
- Full-time
At Kotyck Bros, it’s more than just the parts - it’s about the customer experience. Our team has the knowledge you need to get the job done. Our teammates are empowered to make decisions,…
Added 30 mins ago
WC
Territory Manager
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Edmonton, AB
- Full-time
Address customer concerns and inquiries promptly, providing solutions and ensuring a positive customer experience.
Added 30 mins ago
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Inside Sales Representative
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Parksville, BC
- Full-time
· Address customer concerns and inquiries promptly, providing solutions and ensuring a positive customer experience.
Added 30 mins ago
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Senior Manager, AI Solutions
Air Canada
Toronto, ON · Dorval, QC
- Full-time
…optimization engines, and AI agents that support the airline’s customer care, operations, commercial, and corporate functions. The team works in business-aligned pods, each owning a…
Added 30 mins ago
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Director, Sales and Business Development
Masco
Mississauga, ON · ON · Saint Thomas, Ontario
- Full-time
Lead the development and execution of sales and business development strategies for Trade segments, including Commercial (execution only), Showroom, Residential New Construction, Strategic…
Added 45 mins ago
GI
Warehouse Associate
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Dartmouth, NS
- $21 to $22 CAD / hour
- Full-time
Perform regular cycle counts of inventory to ensure stock levels are accurate, creating positive customer experience
Added 45 mins ago
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Bilingual Facility Services Manager (EN/FR)
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Montreal, QC
- Full-time
…offering them opportunities to learn and grow into various roles. Success in the role offers Team Members the opportunity to explore various roles – some…
Added 45 mins ago
S2
Shipping Manager
Solutions 2 GO Inc.
Brampton, ON
- $70,000 to $75,000 CAD / year
- Full-time
Demonstrated success in improving safety, quality, productivity, and customer service performance
Added 45 mins ago
W
Flex Warehouse Associate
Wayfair
Mississauga, ON
- $21.5 to $22.62 CAD / hour
- Full-time
Join Wayfair's warehouse team as an Associate moving customer orders safely and fast.
Added 45 mins ago
Delivery Solutions Architect
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ON
Experience in a customer-facing pre-sales, technical architecture, customer success, or consulting role
Added 45 mins ago
T
Residential Claims Adjuster, AMF licensed, Bilingual (Eng./Fre.)
TD
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- Full-time
Pro-actively work collaboratively with internal and external partners to ensure a legendary customer experience in all interactions
Added 45 mins ago
T
CRM Business Analyst - TD Asset Management
TD
Toronto, ON
- Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…
Added 45 mins ago
T
Software Engineer II
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Toronto, ON
- Full-time
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Manager
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Mississauga, ON
Drive an amazing onboarding experience, delivering strong training plans that set new Crewmembers up for success.
Added 45 mins ago
SR
Road Mechanic - Level 2
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Added 45 mins ago
EG
Customer Success Manager, North America
Etraveli Group
Vancouver, BC · Toronto, ON · Montreal, QC
- Full-time
3-5+ years of experience in Customer Success, Relationship Management, Account Management, or Project Management (SaaS or B2B experience is strongly preferred).
Added 45 mins ago
Lead Customer Service Representative
Circle K
Moncton, NB
As a Lead Customer Service Representative, you will enjoy:

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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