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Added 2 mins ago
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Account Manager
Amaco Construction Equipment Inc
ON · Ontario, Canada
- Full-time
Role: Account Manager (Golden Horseshoe) – Municipal/Contractor Segment
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Chief Pilot
Confidential
Victoria, BC
- $185,000 to $225,000 CAD / year
- Full-time
Reporting to the General Manager-Corporate Flight Operations, the Chief Pilot is responsible for direct supervision of their PSAI flight crew and developing standard operating procedures in…
Added 2 mins ago
BD
Executive Assistant and Office Manager
Bri-mor Developments
Calgary, AB
- Full-time
We are looking for an experienced Executive Assistant & Office Manager to join our team. This position supports company executives, coordinates daily administrative activities and ensures…
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Program Manager
Canadian Society of Physician Leaders
Ottawa, ON
- Full-time
The Program Manager coordinates and supports the operations of several of CSPL's signature programs. Reporting to the Executive Director, this role manages the Canadian Certified Physician…
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Social Worker
Calgary Foothills Primary Care Network
Calgary, AB
- Temporary
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NB
Banking Advisor
National Bank of Canada
Kelowna, BC
- Full-time
…depending on team availability. This position reports to the Branch Manager. On a day-to-day basis, you’ll work with a team of experts specializing in investment, mortgage financing, and…
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Marketing Associate
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- Full-time
Familiarity with digital marketing tools such as Google Analytics, LinkedIn Campaign Manager, and email marketing platforms.
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People and Culture Manager
Mainline Living
Kelowna, BC
- $100,000 to $120,000 CAD / year
- Full-time
…Construction & Development to recruit an experienced People & Culture Manager to join their growing team in Kelowna,…
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Site Supervisor
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Toronto, ON · Greater Toronto and Hamilton Area, ON
- Full-time
Reporting to the Project Manager(s), the Site Supervisor oversees the construction activities taking place on a worksite and is responsible for all aspects of project management on the…
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Marketing Specialist
HockeyStickMan
Concord, ON
- Full-time
Reporting to the Marketing Manager, you'll help develop and execute integrated marketing campaigns across social media, email, website, digital advertising, and other relevant channels.…
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NB
Chief Technical Support Analyst End-User IT
National Bank of Canada
Toronto, ON
- Full-time
The position provides day-to-day work coordination and technical guidance locally but does not include formal people-manager or human resources responsibilities. Formal performance…
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CC
Sales Manager
Comhan Canada
Waterloo, ON
- Full-time
Role Description The Sales Manager is a full-time, hybrid role based in Fergus, ON, with flexibility for partial work from home. This position is responsible for growing sales new and…
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Mechanical Engineer (Project Manager II)
Go2STAFFING
Vaughan, ON
- Full-time
…Greater Toronto Area, is seeking a Mechanical Engineer (Project Manager II) to join its team in…
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Production Scheduler
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Vaughan, ON
- $60,000 to $75,000 CAD / year
- Full-time
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Loan Syndication Agency Advisor
National Bank of Canada
Montreal, QC
- Full-time
Join the syndication agency team in the OCB sector and contribute directly to the operational implementation of complex and strategic financing for the Bank. You report to the manager.
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Project Manager - Architectural Millwork
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Squamish, BC
- $100,000 to $130,000 CAD / year
- Full-time
Intermediate-to-senior Project Manager with experience managing complex, multimillion-dollar construction, architectural millwork, or custom fabrication projects.
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Sample Sewer
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Toronto, ON
- Full-time
Diagnosing issues with new development patterns and informing manager
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Collision Centre General Manager
CSN Collision
Waterloo, ON
- $95,000 to $130,000 CAD / year
- Full-time
CSN Collision is looking for a strong leader to manage one of our stores. Reporting to the Regional Operations Manager - Cluster 2, The General Manager for a collision center is responsible…
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NB
Senior Data Scientist
National Bank of Canada
Montreal, QC
- Full-time
…12 advanced analytics specialists and report to the Senior Manager – risk models and strategies. The team is responsible for modelling activities and risk strategies for credit cards,…
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Credit & Accounts Receivable Analyst
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Management of the company’s / region’s line of credit within the limits set out by the Regional Credit Manager.
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Security Lobby Guard Part Time
Marriott
Toronto, ON
- Part-time
Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications; ensure uniform and personal…
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Grocery Utility Clerk (Auburn Bay)
Calgary Co-op
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…position reports directly to the Grocery Supervisor/Grocery Manager, and the main responsibilities…
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store manager, East York, ON
Starbucks
Toronto, ON
- $59,400 to $78,450 CAD / year
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Senior Technical Manager, Project Management
WSP
Calgary, AB
Build the Future With Us – Step into a role where your project leadership truly shapes outcomes. As a Senior Project Manager, you’ll take ownership of complex, meaningful projects supported…
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Store MANAGER - Contract
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Reporting to the District Manager, the Store Manager is responsible for driving sales, profitability, and overall store performance. You lead from the front, setting the tone on the floor,…

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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