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Added 6 mins ago
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Leasing Manager - Bilingual
Akelius
Ottawa, ON
- $50,000 to $55,000 CAD / year
- Full-time
The leasing agent is responsible for leasing apartments and providing exceptional customer service to ensure maximum occupancy and resident retention.
Added 6 mins ago
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Personal Banking Associate
BMO
Toronto, ON
- Full-time
Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of…
Added 6 mins ago
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Customer Service Represetative
BMO
Sioux Lookout, ON
- Part-time
Delivers exceptional service to BMO customers and prospects. Identifies customer needs and provides advice and guidance regarding financial solutions that are in the best interests of…
Added 6 mins ago
Senior Recruiter (GTM & Tech)
T6 Talent Partners
Toronto, ON
Influence on direction through real-time customer feedback and market insights
Added 6 mins ago
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Finance Contracts Analyst
PointClickCare
Mississauga, ON
- Full-time
Reporting directly to the Finance Enablement Manager, the Finance Contracts Analyst plays a critical role in ensuring accurate, compliant, and efficient billing and revenue operations. This…
Added 6 mins ago
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Manager, Global Strategic Partnerships
Ataccama
Toronto, ON
- Full-time
We are looking for a Manager of Global Strategic Partnerships to own Ataccama's most important alliances worldwide. You will lead a select portfolio of global solution partners (GSIs and…
Added 6 mins ago
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gestionnaire de la remise en marché des véhicules | Remarketing Manager
Avis Budget Group
Dorval, QC
- Full-time
Avis Budget Group is hiring a Vehicle Remarketing Manager for our Montreal location!
Added 6 mins ago
OG
Maintenance Technician/Painter
Onni Group of Companies
North Vancouver, BC · Vancouver, BC
- Full-time
Assist with furniture moves, delivery and pick-up of special request items, and complete special maintenance and cleaning assignments from the Housekeeping Supervisor or Operations Manager
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Assistant Manager, Business Support – Canada Contact Centre, Bank & Affinity
Manulife
Halifax, NS · Waterloo, ON · Montreal, QC
- Full-time
…Operations. You will turn operational data, global analytics and customer feedback into clear insights, support complex escalations, and help identify opportunities that make service…
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Controls Integration Specialist Supervisor
CenterLine (Windsor) Limited
Lasalle, ON
- $47 to $56 CAD / hour
- Full-time
…safely, on schedule, within budget, and in accordance with customer requirements. The position provides technical leadership, resource management, employee development, and cross-functional…
Added 6 mins ago
Revenue Operations Manager
AfterShip
Toronto, ON
…centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at…
Added 6 mins ago
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Industrial Engineering Manager
The TJX Companies, Inc.
Mississauga, ON · CAN Home Office Mississauga ON
- $89,208 to $135,086.4 CAD / year
- Full-time
…within our distribution center. The Industrial Engineering Manager will work with the IE group, Facilities, and the Operations teams to improve process efficiency, maintain labor standards,…
Added 6 mins ago
SI
Sales Associate
Staples Inc.
Kawartha Lakes, ON · Lindsay, ON
- Part-time
Calmly de-escalate and assist in complex customer situations to ensure their concerns are addressed effectively or refer to a manager/supervisor.
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Maintenance Supervisor
Greystar
Calgary, AB · Elbow Tower, Calgary, CAN
- Full-time
Maintains adequate inventory of spare parts and maintenance materials and works with Community Manager to order supplies and tools as needed to stay within budgetary guidelines.
Added 6 mins ago
TC
Restaurant Management | Leadership
The Canadian Brewhouse
Regina, SK
- Full-time
…strengthen the Canadian Brewhouse’s reputation with quality customer service skills, innovative brain-power, and a can-do…
Added 21 mins ago
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Acheteur NPI / NPI Buyer
RTX
Longueuil, QC
- Full-time
Added 21 mins ago
Food & Beverage Cashier-BEL
Great Canadian Entertainment
Belleville, ON
Under the direct supervision of the Manager, F&B, this position is responsible for managing the guest bills with the strictest regard to rules, regulations and outlet operational guidelines…
Added 21 mins ago
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Dealer (Part-time) - Port Perry
Great Canadian Entertainment
Port Perry, ON
- Part-time
The ideal candidate is an energetic professional with proven knowledge, skills and abilities, executing the following in support of the company’s vision, mission and values:
Added 21 mins ago
NC
Client Manager, Personal Insurance
NFP Corp
Hamilton, ON · London, ON · Markdale, ON · Markham, ON · Mississauga, ON · Oshawa, ON · Ottawa, ON · Sudbury, ON · Timmins, ON · Windsor, ON
- Full-time
…common: a personal responsibility for getting you the answers, support or services you need, when you need them. We’re looking for a Client Manager who will leverage their industry…
Added 21 mins ago
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Power Systems Specialist I
Qualus
Bolton, ON
- Full-time
…Specialist is responsible for providing technical and engineering support for field work, and office work performing engineering studies and design work and generating engineering study and…
Added 21 mins ago
Account Executive (Sales) (Medical) (Healthcare) - Winnipeg, Manitoba
Arjo
Mississauga, ON
An effective customer relationship manager you will have a steadfast desire to satisfy the customer, by taking a “partnership” approach to selling, by listening to and understanding Arjo…
Added 21 mins ago
Nurse Case Manager
Bayshore
Mississauga, ON
The Nurse Case Manager (NCM) will play an essential role in supporting patients living with HIV disease to improve both their health outcomes and quality of life. NCM offers enrolment and…
Added 21 mins ago
Dietary Aide
Winnipeg Regional Health Authority
Stonewall, MB
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 21 mins ago
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Senior Financial Service Representative - Office 1547
LendDirect
Brampton, ON
- Full-time
…to being a Shift Lead. I trained diligently with my Branch Manager and Assistant Manager for two more years until my District Manager approached me with the opportunity to move into a BM…
Added 21 mins ago
RL
Restaurant Manager
Red Lobster
Toronto, ON · Scarborough, ON
- Full-time
As a Restaurant Manager, you will be responsible for leading restaurant operations with a focus on delivering high quality seafood and beverage service while maximizing our guest…

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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