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Added 4 mins ago
F
Webber - Operations Manager - Infrastructure Management
Ferrovial
ON · CAN - Webber - Infra - Niagara
- Full-time
Added 4 mins ago
W
Project Manager
Wellington-Altus
Toronto, ON
- Full-time
Lead projects and support the development, coordination, and execution of project plans, including monitoring contract deliverables.
Added 4 mins ago
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Customer Success Manager
Skydio
Remote, Canada
- Full-time
- Remote
We are looking for a motivated Customer Success Manager with a deep sense of ownership to lead and drive all aspects of implementation, usage and adoption, retention and expansion of our…
Added 4 mins ago
TS
R56790 Business Analyst III - Artificial Intelligence
TD SYNNEX Canada ULC
ON · Mississauga, Ontario
- Full-time
…objectives. Foster strong relationships with both business and technical stakeholders to facilitate effective communication and…
Added 4 mins ago
S
Legal Counsel
Solink
Remote, Canada
- $116,659 to $170,000 CAD / year
- Full-time
- Remote
Explain legal and technical issues in plain terms to both technical and non-technical teams.
Added 4 mins ago
NM
Specialist Tailings
Newmont Mining Corporation
Dease Lake 9, BC
- $113,600 to $151,500 CAD / year
- Full-time
Lead assigned improvement initiatives and contribute technical input to projects and long-term facility planning.
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Advisor, Reliability
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Dease Lake 9, BC
- $85,400 to $113,900 CAD / year
- Full-time
Lead and support reliability improvement initiatives for fixed plant assets, including crushing, conveying, grinding, flotation, dewatering, pumping, and ancillary systems.
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Spécialiste mise en service/Commissioning Support Specialist
Veolia Environnement SA
Montreal, QC
- Full-time
We are seeking a Commissioning Specialist to lead the startup and commissioning of major water treatment projects across municipal, industrial, and mining applications. This role combines…
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Systems Sr Designer
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Montreal, QC
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…combines strong systems thinking, organizational influence, and technical leadership to deliver measurable improvements in productivity, decision quality, and operational…
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Master Data Governance Lead Analyst
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Mississauga, ON
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Working with business users, developers, and technical teams, the lead translates changing business needs into functional changes aligned with business processes and data-governance…
Added 4 mins ago
UH
Cogito Business Intelligence Analyst, Cogito Reporting
University Health Network
Toronto, ON
- Full-time
Lead/facilitate Epic reporting content requirements gathering sessions with report consumers/stakeholders and clinical/business application analysts;
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Cogito Business Intelligence Developer, Cogito Reporting
University Health Network
Toronto, ON
- Full-time
Lead complex Epic’s Cogito projects on the Data & Analytics roadmap
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Director, Project Development (Quebec & Atlantic Canada)
Corix
Montreal, QC
- Other
Lead French-language engagement with municipalities, provincial ministries and other key stakeholders.
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C
Civil Substation Lead Engineer
CIMA+
Vancouver, BC
- $142,000 to $192,000 CAD / year
- Full-time
…team is seeking an energetic and experienced Civil Substation Lead Engineer based out of our Vancouver, BC…
Added 4 mins ago
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Experienced Underground Diamond Driller
Swick Mining Services
North Bay, ON
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With operations across Australia, North America and Europe, Swick is recognized for safe performance, technical innovation, high-quality drilling delivery and a team culture where people…
Added 4 mins ago
CO
26-171 Deputy Director of Finance (RFT)
City of Maple Ridge
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Added 4 mins ago
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Senior Project Manager - Industrial Water
Veolia | Water Tech
Oakville, ON
- Full-time
Working closely with the Lead Engineer and Sourcing Project Leader, you direct and coordinate all activities on a given project, beginning with contract signature and following through…
Added 4 mins ago
FR
Operational Excellence Manager (Senior)
Foresight Recruitment Group
Toronto, ON
- $130,000 to $160,000 CAD / year
- Full-time
…challenges and gain support will be just as important as your technical…
Added 4 mins ago
CI
Director of Marketing, Defence
Calian in Space & Technology
Ottawa, ON
- Full-time
We are looking for a Director, Defence Marketing to help lead the marketing and communications strategy for Calian’s Defence business across Canada, NATO and allied markets.
Added 4 mins ago
HP
Senior Project Manager
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Coquitlam, BC
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Lead customer project meetings, progress reviews, and discussions involving technical, contractual, schedule, and commercial matters.
Added 4 mins ago
ZI
Compliance and Certification Specialist
ZenaTech Inc.
Toronto, ON
- $90,000 to $110,000 CAD / year
- Full-time
…integrity, we are hiring a Regulatory Compliance Manager – UAS to lead our aviation compliance…
Added 4 mins ago
CS
Product Development Engineer
CQ Search Group Ltd.
Vaughan, ON
- $120,000 to $140,000 CAD / year
- Full-time
…seeking a Project Engineer/Product Development engineer to lead product development and engineering projects for its Forklift and Telehandler product…
Added 4 mins ago
AC
Infrastructure & Capital Projects - Project Manager, COM
Accenture Construct
Ottawa, ON · Greater Ottawa Metropolitan Area
- Full-time
We are seeking an experienced Project Manager to lead the delivery of complex infrastructure construction projects based in Ottawa. This role is responsible for managing projects from…
Added 4 mins ago
MN
Communications Consultant
Matchtech North America
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Lead the design of complex communications systems, including fibre backbone networks, CCTV, access control, public address, telephony, passenger signage, radio, intrusion detection, fare…
Added 4 mins ago
AT
Chief Anti-Money Laundering Officer (CAMLO) & Canadian MLRO
AML Talent
Canada
- $140,000 to $160,000 CAD / year
- Full-time
Serve as the primary lead for all FINTRAC examinations, regulatory inquiries, and mandatory independent 2-year PCMLTFA effectiveness reviews.

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.

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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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