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Added 8 mins ago
V
Sales Development Representative
VendorPM
Toronto, ON
- $55,000 CAD / year
- Full-time
1+ years of sales experience; experience in SaaS, proptech, commercial real estate, or tech is a plus
Added 23 mins ago
TT
AOI Operator
TTM Technologies
Toronto, ON
- Full-time
Added 23 mins ago
FC
Lead Global Veh Tech
FedEx Canada
Mississauga, ON
- Full-time
Added 24 mins ago
FG
Associate Director, Full-Stack Applications - Credit Module
Fitch Group
Toronto, ON
- $150,000 to $170,000 CAD / year
…help us modernize and reinvent our applications on a modern tech stack with a focus on embedding AI into the fabric of our systems. Backed by full enterprise support, you’ll build reliable,…
Added 24 mins ago
A
Senior Product Manager - New Product. Global Legal Tech SaaS. Remote.
Actionstep
Remote, Canada
- $120,000 to $140,000 CAD / year
- Full-time
- Remote
- Lead, motivate and develop engineering & design team members.
Added 24 mins ago
CO
Staff Engineer - Data Engineering
Capital One
Toronto, ON
- Full-time
Act as a tech lead developer owning technical design and development of cross-functional, multi-platform, fault tolerant application systems
Added 24 mins ago
MF
Director, Citizen Development & Employee Technology Experience Pod Owner
Mackenzie Financial Corporation
Toronto, ON · Greater Toronto Area, ON
- Other
Lead employee technology communications, TechTalks, digital learning content, short video learning, tech tips, onboarding support and awareness campaigns that make technology easier to…
Added 39 mins ago
T
Senior Director/VP National Ad Sales
Taiv
Remote, Canada
- Full-time
- Remote
Taiv is a fast-growing tech startup located in Winnipeg, Canada. Taiv uses AI to make business TV more fun, engaging, profitable, and easier to manage, starting with bars and restaurants.…
Added 39 mins ago
Q
Finance Director
Qolab
Vancouver, BC
- Full-time
Lead monthly, quarterly, and annual budgeting processes, establishing clear KPIs and variance analyses for executive leadership and department heads.
Added 39 mins ago
UG
Senior Engineering Manager - Stratus Imaging Archive
UnitedHealth Group
Richmond, BC
- Full-time
Optum Tech is a global leader in health care innovation. Our teams build and operate enterprise-scale, cloud-native platforms that power modern healthcare workflows. The Stratus Imaging…
Added 39 mins ago
AC
Senior Manager, AI Solutions
Air Canada
Toronto, ON · Dorval, QC
- Full-time
You will lead a portfolio of AI delivery teams and workstreams, directly and through Tech Leads, comprising AI developers, data scientists, and MLOps specialists, and work closely with…
Added 54 mins ago
HC
Influencer Marketing Manager
Hey Cleo👋
Toronto, ON
- Full-time
Role Description As an Influencer Marketing Manager at Hey Cleo, you will lead end-to-end influencer campaigns to build brand awareness and drive user growth among students, families, and…
Added 54 mins ago
T
Senior Business Analyst
Teqfocus
Markham, ON
- Full-time
Lead business analysis activities for enterprise-priority initiatives, connecting business objectives to well-defined requirements, process improvements, solution validation, implementation…
Added 54 mins ago
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Bilingual Facility Services Manager (EN/FR)
BGIS
Montreal, QC
- Full-time
Project Management roles to lead and execute projects,
Added 54 mins ago
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Senior Enterprise Architect
Teqfocus
Markham, ON
- Full-time
As a Salesforce Summit Partner, we work in Healthcare, Life Sciences, Financial Services, Insurance, and Hi-Tech - industries where getting AI right matters and the tolerance for failure is…
Added 54 mins ago
EG
Customer Success Manager, North America
Etraveli Group
Vancouver, BC · Toronto, ON · Montreal, QC
- Full-time
Operating from offices in Canada, India, and Poland, Tripstack is the gateway into Etraveli Group’s world leading tech platform - giving partners access to global flight content, virtual…
Added 1 hour ago
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Human Resources Manager
Univeris
Toronto, ON
- Full-time
Senior & Strategic Evaluation: Personally lead full-cycle recruitment, structured interviews, and candidate evaluations for mid-to-senior, leadership, and mission-critical…
Added 1 hour ago
Z
Solutions Architect
Zazz
Canada
- Full-time
A technical foundation as a developer, solutions architect, technical consultant, or tech lead, with real hands-on experience building software.
Added 1 hour ago
U
Human Resources Manager
Univeris
Toronto, ON
- $95,000 to $110,000 CAD / year
- Full-time
Senior & Strategic Evaluation: Personally lead full-cycle recruitment, structured interviews, and candidate evaluations for mid-to-senior, leadership, and mission-critical…
Added 1 hour ago
LS
Sales Development Representative
L Squared Digital
Toronto, ON · North York, ON
- Full-time
Strong tech savviness and the ability to quickly learn new tools, platforms, and processes
Added 1 hour ago
V
Sales Development Representative
VendorPM
Remote, Canada
- $55,000 CAD / year
- Full-time
- Remote
1+ years of sales experience; experience in SaaS, proptech, commercial real estate, or tech is a plus.
Added 1 hour ago
V
Sales Engineer
Valence
Toronto, ON
- Full-time
Lead technical discovery with enterprise buyers, HR tech owners, IT and InfoSec.
Added 1 hour ago
WT
Senior Strategist
We The Collective
BC · British Columbia, Canada
- $100,000 to $110,000 CAD / year
- Temporary
You'll work closely with our CEO and our creative, production and delivery teams. You'll shape the briefs, lead brainstorms and guide the creative process from kickoff to launch, making…
Added 1 hour ago
TT
AOI Operator
TTM Technologies
Toronto, ON
- Full-time
Added 1 hour ago
TT
AOI Operator
TTM Technologies
Toronto, ON
- Full-time

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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