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Added 5 mins ago
A
New Accounts Administrator
Aviso
Vancouver, BC
- $46,000 to $55,000 CAD / year
- Full-time
…leading wealth management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who…
Added 5 mins ago
T
Customer Success Manager, North America
tripstack
Vancouver, BC
- Full-time
…gateway into Etraveli Group’s world leading tech platform - giving partners access to global flight content, virtual interlining, and a full suite of services including payments, fraud…
Added 6 mins ago
BP
Archery Team Lead - Full Time
Bass Pro Shops
Calgary, AB
- Full-time
Provide supervision and leadership to the team members of the department, in partnership with the manager
Added 6 mins ago
T
Customer Success Manager, North America
tripstack
Toronto, ON
- Full-time
…gateway into Etraveli Group’s world leading tech platform - giving partners access to global flight content, virtual interlining, and a full suite of services including payments, fraud…
Added 6 mins ago
T
Customer Success Manager, North America
tripstack
Montreal, QC
- Full-time
…gateway into Etraveli Group’s world leading tech platform - giving partners access to global flight content, virtual interlining, and a full suite of services including payments, fraud…
Added 21 mins ago
G
Forward Deployed Engineer Intern (FDE)
GeoComply
Vancouver, BC
- Internship
Added 21 mins ago
GeoComply Graduate Rotational Program (Technology)
GeoComply
Vancouver, BC
The GeoComply Graduate Leadership Program gives you 18 months across two or three functions, and real ownership in each one.
Added 21 mins ago
GeoComply Graduate Rotational Program (Customer, Growth, and Operations)
GeoComply
Vancouver, BC
The Graduate Leadership Program is how we build them.
Added 36 mins ago
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Project Manager
Enbridge
Calgary, AB · Edmonton, AB · Fort McMurray, AB
- Full-time
At Enbridge, we are committed to delivering safe, reliable energy while driving financial excellence and innovation. We are seeking a Project Manager to join our Alberta based team!
Added 1 hour ago
M
Procurement Manager
Marcon
Langley (District), BC · Langley, BC
- $120,000 to $150,000 CAD / year
- Full-time
…focus on quality and craft is what the business was built on, giving us a trusted name in the construction community. These principles have remained a focus as we’ve expanded into the real…
Added 1 hour ago
FG
Service Manager - FFUN Motorsports Saskatoon
FFUN Group
Saskatoon, SK
- Full-time
Proven experience in a Powersports Service Manager or senior service leadership role
Added 1 hour ago
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Growth and Demand Marketing Manager
Waabi
Toronto, ON
- $138,000 to $198,000 USD / year
- Full-time
We're looking for a Growth and Demand Marketing Manager to build and run our demand generation engine from the ground up. This is a hands-on, generalist role on a small team - you'll set…
Added 1 hour ago
FL
Manager, U.S. Corporate Tax
Fuller Landau
Toronto, ON
- Full-time
Reporting to the Tax Partners, the Manager, U.S. Corporate Tax will oversee a variety of U.S. corporate and cross-border tax compliance and advisory engagements. You will work closely with…
Added 1 hour ago
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Manager, Valuations & Modelling
BDO
Toronto, ON
- Full-time
BDO Canada LLP is seeking a Manager to join our Valuations & Modelling team in Toronto. We are looking for dynamic candidates with strong technical valuation expertise and financial…
Added 1 hour ago
Programmatic Manager
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Toronto, ON
The Programmatic Manager is responsible for overseeing all day-to-day campaign activity for your assigned brands and campaigns. You will own the account management, service, planning, setup…
Added 2 hours ago
Retail Territory Sales Representative - Barrie South
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Barrie, ON
…Commercial team. This position reports to the District Sales Manager, and is responsible for achieving volume and distribution targets for our continued success in the…
Added 2 hours ago
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Solutions Architect - 6 month contract
Modern Niagara
Hamilton, ON · Vaughan, ON
- Full-time
Added 2 hours ago
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Senior Financial Analyst
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Toronto, ON
- Full-time
…next. We are a permanent home, investing for the long term and giving our businesses the people, technology, and capital to lead their…
Added 3 hours ago
C
Accounting Manager
Confidential
Vernon, BC
- $90,000 to $120,000 CAD / year
- Full-time
Work-life balance in the Okanagan. The opportunity to grow your public practice career without giving up the lifestyle that brought you here. This firm values balance, so you have time to…
Added 3 hours ago
TG
Junior GRC Analyst Intern
TMX Group
Toronto, ON
- $20 to $23 CAD / hour
- Full-time
…cybersecurity governance structure. Reporting to the Senior Manager, Information Security II, you will gain hands-on experience supporting cybersecurity risk assessments, policy…
Added 3 hours ago
Queen's Pub Marketing and Events Assistant Manager (w)
Alma Mater Society of Queen's University Inc.
Kingston, ON
Coordinate and execute training for the entire staff team with input and support from the Head Manager and the other Assistant Managers
Added 3 hours ago
E
Principal Electrical Engineer - Battery Energy Storage Systems (BESS)
Enbridge
Calgary, AB · Toronto, ON
- Full-time
A paid maternity and parental leave benefit that offers up to 20 weeks of paid leave for birth-giving parents and up to 12 weeks for other eligible parents, providing flexibility and…
Added 4 hours ago
PT
Senior Project Manager
Phair Talent Partners
Barriere, BC
- $150,000 to $180,000 CAD / year
- Full-time
Simpcw Resources Group is seeking a Senior Project Manager to lead the successful delivery of multiple major projects from initiation through to final completion. Reporting directly to the…
Added 4 hours ago
EG
Customer Success Manager, North America
Etraveli Group
Vancouver, BC · Toronto, ON · Montreal, QC
- Full-time
…gateway into Etraveli Group’s world leading tech platform - giving partners access to global flight content, virtual interlining, and a full suite of services including payments, fraud…
Added 4 hours ago
I
Full-Time Front Office Manager
IHG
Toronto, ON
- Full-time
…Toronto Centre currently has an opening for a Front Office Manager. If you are passionate about hospitality and take pride in offering exceptional service, we would love to have you be a…

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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