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Added 12 mins ago
AU
Représentant Livreur / Route Sales Representative
Alsco Uniforms
Montreal, QC
- Full-time
…Performs other duties as required. Reports to the District…
Added 12 mins ago
GC
Maintenance Supervisor (Full-time) - Port Perry
Great Canadian Entertainment
Port Perry, ON
- Full-time
Reporting to the Facilities Manager, the Maintenance Supervisor is responsible for providing the maintenance and grounds team with the equipment and physical structure required to…
Added 12 mins ago
K
Student Success Manager
Kaplan
Edmonton, AB · KAP Edmonton University of Alberta
- $95,000 to $105,000 CAD / year
- Full-time
Student Success Manager, Year One Foundation Program – University of Alberta
Added 12 mins ago
People Advisor
GHD Group Pty Ltd
Montreal, QC
Responsibilities describe the typical accountabilities and scope of work for this job, while recognising that individual objectives are set with the manager and may vary over time.
Added 12 mins ago
E
Project Manager, Substations and Transmission - Power Delivery Projects
ENMAX
Calgary, AB · ENMAX Place, Calgary, AB
- Full-time
We are looking for a Project Manager, Substations and Transmission - Power Delivery Projects to play an important role in delivering projects that support the electricity infrastructure our…
Added 12 mins ago
OB
Affiliate & Partnerships Manager
Odd Bunch
Remote, Canada
- Full-time
- Remote
…facing food insecurity, and building a better planet in the…
Added 12 mins ago
MI
Quality Supervisor
Magna International
Penetanguishene, ON
- Full-time
Work with the Quality Manager to ensure prompt attention to all customer concerns.
Added 12 mins ago
GE
Manager, Talent Acquisition
GFL Environmental Inc.
Vaughan, ON
- Full-time
GFL Environmental is expanding and evolving our talent recruitment strategies. We are seeking a dynamic and proactive Manager, Recruitment – Field Operations to lead our field hiring…
Added 12 mins ago
M
Project Manager
Metrolinx
Canada
- Full-time
Our Lakeshores and USRC Davenport Office under the Capital Projects Group (CPG) is seeking a Project Manager to join the Stations team. Reporting to the Senior Manager, this role will…
Added 12 mins ago
M
Project Manager
Metrolinx
Canada
- Full-time
Our Extensions Kitchener New Stations Office under the Capital Projects Group (CPG) is seeking a Project Manager to join the Stations team. Reporting to the Senior Manager, this role will…
Added 12 mins ago
Mental Health Liaison Nurse
Winnipeg Regional Health Authority
Ashern, MB
…required. The MHLN will report directly to the Clinical Team Manager, Mental Health Program. Responsibilities will be primarily to the emergency department and will begin from initial…
Added 12 mins ago
Nursing Assistant - Repost
Winnipeg Regional Health Authority
Winnipeg, MB
Working as part of a multidisciplinary team under the supervision of the Manager Health Services or Nurse in Charge, the incumbent:
Added 12 mins ago
Mental Health Liaison Nurse
Winnipeg Regional Health Authority
Ashern, MB
…required. The MHLN will report directly to the Clinical Team Manager, Mental Health Program. Responsibilities will be primarily to the emergency department and will begin from initial…
Added 12 mins ago
Rehabilitation Assistant - SMHC-Repost
Winnipeg Regional Health Authority
Selkirk, MB
Under the direction of the applicable manager, and as delegated and supervised primarily by the Physiotherapist (PT), Occupational Therapist (OT), and/or Speech-Language Pathologist (SLP),…
Added 12 mins ago
Public Health Nurse
Winnipeg Regional Health Authority
Ashern, MB
Reporting to the Clinical Team Manager – Public Health, the Public Health Nurse applies public health sciences and nursing theory to promote, protect and preserve the health of populations.…
Added 12 mins ago
TH
Senior Advisor | Temporary Full time | CVH | Financial Planning
Trillium Health Partners
Toronto, ON
- Full-time
Reporting to the Manager, Corporate Strategy & Planning, the Senior Financial Advisor will build, design, coordinate, analyze, and drive corporate financial initiatives for organizational…
Added 12 mins ago
TH
Project Manager I (Full-Time) - CVH PRCC Admin
Trillium Health Partners
Mississauga, ON
- Full-time
Reporting to the Manager, Cancer Screening, Primary Care and Prevention and Diagnostic Imaging, the Project Manager for the Regional Cancer Program will provide regional process monitoring…
Added 12 mins ago
TH
Property Manager/Property Coordinator
The HR Pro
ON · Waterloo South, Ontario
- Full-time
Title Senior Property Manager / Property Coordinator
Added 12 mins ago
Aquatic Facilities and Animal Care Technician
Wilfrid Laurier University
Waterloo, ON
…and teaching at the University. Under the direction of the Manager: Animal Care Facilities, this position involves significant and varied technical activities to support the operation of…
Added 12 mins ago
Account Coordinator
Berlin Packaging Canada Corporation
Mississauga, ON
Process customer orders; act as a liaison between the employees of Berlin Packaging and its customers.
Added 12 mins ago
NC
Receptionist
Neighbours Community Homes
Toronto, ON
- Temporary
The position reports to the Manager, Tenancy Services. The Receptionist represents the organization to people who call or visit the office. The Receptionist is often the first contact…
Added 12 mins ago
NC
Housing Support Worker
Neighbours Community Homes
Toronto, ON
- Full-time
…approach. The Housing Support Worker reports to the Housing Support Manager and works collaboratively with a multi-disciplinary team with staff from the Property Services and Finance…
Added 12 mins ago
CS
Change Adoption & Organizational Design Consultant
Cambay Solutions
Canada
- Full-time
…help organizations transform their business through People, Process, and…
Added 12 mins ago
T
Buyer
Telecon
Moncton, NB
- $60,000 to $65,000 CAD / year
- Full-time
Under the supervision of the Purchasing Manager, the Buyer ensures the best value for money in purchasing transactions for the company, monitors the quality of purchased products to ensure…
Added 12 mins ago
A
Performance Manager
AutoTrader.ca
Toronto, ON · Etobicoke, ON
- Full-time
…adopt, and maximize the value of the platform. As a Performance Manager, you’ll work closely with dealers and internal stakeholders to ensure program compliance, support operational…

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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