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Added 7 mins ago
GS
PHARMACY COORDINATOR - FULL TIME/PERMANENT
Green Shield Canada
Burnaby, BC
- Full-time
Take on additional responsibilities or projects as needed and assigned by the Manager, demonstrating flexibility and accountability.
Added 7 mins ago
CA
Assistant Resident Manager (Part-Time)
Centurion Asset Management Inc.
Huntsville, ON
- Part-time
Our mission is to be sought after as a leading-edge, reputable, multi-disciplinary alternative asset manager; to capitalize on opportunities in new and interesting investment strategies…
Added 7 mins ago
CM
IT Support Specialist
CASA Mental Health
AB
- $30.05 to $37.23 CAD / hour
- Full-time
Reporting to the Manager, Information Technology, the IT Support Specialist provides technical assistance and end-user support across the organization including consultation, installation,…
Added 7 mins ago
IF
Director Marketing Technology Analytics & Digital Platforms
Intact FC
Montreal, QC
- Full-time
As part of our commitment to Win As A Team, we share our success with employees through our annual bonus plan and Employee Share Purchase Plan (ESPP) – with Intact matching 50% of your net…
Added 7 mins ago
HI
Insurance Advisor, Mobile Auto
HUB International
Richmond, BC
- Full-time
…adaptability, accountability and a genuine commitment to one another’s success. We foster bold ideas, celebrate curiosity and share what we know. Because when people grow, the work they do…
Added 7 mins ago
HA
Commissioning Manager (Electrical)
Haag, a Salas O'Brien Company
Canada
- Full-time
…inspiring, achieving, and connecting as shared owners of our success with a focus on a sustainable…
Added 7 mins ago
HA
Commissioning Manager (Mechanical)
Haag, a Salas O'Brien Company
Canada
- Full-time
…inspiring, achieving, and connecting as shared owners of our success with a focus on a sustainable…
Added 22 mins ago
GM
Commercial property manager - Grand Montreal area
Groupe MACH
Montreal, QC
- Full-time
Based in Montreal and under the responsibility of the Operations Director, the Property manager efficiently manages all activities related to the buildings assigned to them commercial real…
Added 22 mins ago
KB
Assistant Store Manager - Back-end Ops
Kent Building Supplies
Summerside, PE
- Full-time
At KENT, we believe our success is driven by strong, people‑focused leadership and operational excellence. Each retail location operates as a complex, multi‑unit business designed to serve…
Added 22 mins ago
HT
Senior Financial Analyst - Corporate Accounting
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 22 mins ago
OI
Inova Québec - Bilingual Sales Representative
Orbit Insurance Services
Montreal, QC
- Full-time
Reporting to the Senior Manager, Sales & Service, you will handle inbound calls from customers seeking quotes or looking to expand their coverage. Your role is to uncover customer needs,…
Added 22 mins ago
UO
Information Desk / Administrative Assistant, Cumming School of Medicine
University of Calgary
Calgary, AB
- Full-time
Reporting to the Manager, Administrative Services Department, Cumming School of Medicine, this position provides information support and resources to a variety of our community partners…
Added 22 mins ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Title: Financial Manager - PLM (Product Line Mgmt)
Added 22 mins ago
VS
Life Enrichment Assistant - Part-Time (2026-11019)
Verve Senior Living
Ottawa, ON
- Part-time
…supported by a team that believes in growing together, celebrating success, and having fun along the way. If you’re looking for a place where your work has real impact, and where you can…
Added 22 mins ago
BC
Sustainment Projects Team Senior Manager (Permanent)
Babcock Canada Inc.
Halifax, NS
- Full-time
Think: Outcomes – We believe in measuring success by the results we deliver and the positive impact we make
Added 22 mins ago
Senior Analyst FP&A
Enerflex Ltd
Canada
Assist in the development of Board and Audit Committee materials under the guidance of the Manager, Internal Reporting and FP&A.
Added 22 mins ago
Project Manager
Enerflex Ltd
Canada
Are you a results-driven individual who thrives on delivering complex engineering solutions? As a Project Manager within our Electric Power team, you will lead the successful execution of…
Added 22 mins ago
Senior Process Engineer
Enerflex Ltd
Canada
Reporting to the Engineering Manager, the Senior Process Engineer is responsible for water-related process studies, preparation of process flow diagrams, design and engineering involving…
Added 22 mins ago
WM
Driver, Roll Off
Waste Management, Inc. (WM)
Brampton, ON
- Full-time
Communicates customer requests to Operations Manager or Dispatch.
Added 22 mins ago
Senior Manager, Business Risk Management (English/Spanish), International Banking - Toronto
Scotiabank
Toronto, ON
The Senior Manager, Business Risk Management is responsible for executing, embedding, and sustaining the International Banking (IB) Non-Financial Risk (NFR) programs across assigned…
Added 22 mins ago
Estate Specialist
Scotiabank
ON · Mississauga, ON
Ability to deal effectively with Branch/customer complaints, referring to a Manager/Supervisor where necessary, to ensure resolution is obtained to the complete satisfaction of all parties…
Added 22 mins ago
Manager, Workforce Insights
Scotiabank
Toronto, ON
The Manager, Workforce Planning / Workforce Insights, leads the workforce management function for Enterprise Security, with accountability for workforce planning governance, capacity…
Added 22 mins ago
C&EM Program Specialist
FortisBC
Surrey, BC
You're a master of workflows, and you know how to guide clients through an effortless customer journey. You're at your best when you collaborate and can harness others' insights to produce…
Added 22 mins ago
F
Strategic Account Manager - Rentals
Finning
Edmonton, AB
- Full-time
…business results? Finning Canada is seeking a Strategic Accounts Manager to lead and grow some of our most important customer relationships across our Rental…
Added 22 mins ago
F
Site Performance Manager
Finning
Calgary, AB · Edmonton, AB · Fort McMurray, AB · Vancouver, BC · Regina, SK · Saskatoon, SK
- Full-time
Driven by a focused vision of customer satisfaction, mine site productivity, lowest cost per tonne, this position is responsible for customer and Finning (shared) metric success.

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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