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Added 2 mins ago
K
Engineering Manager - Frontend - Krak
Kraken
Remote, Canada
- Full-time
- Remote
We’re looking for a hands-on Engineering Manager to lead a cross-functional Consumer pod focused on building and scaling core Krak experiences. This leader will guide a team of Frontend…
Added 17 mins ago
MG
Financial Reporting Manager / Directeur, analyse et informations financières
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- Full-time
Support technical accounting matters, developing subject matter knowledge while working collaboratively with senior team members;
Added 17 mins ago
BP
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Mississauga, ON
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Proven technical competency in equipment design, optimization, and maintenance and reliability.
Added 17 mins ago
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- Full-time
…installation, and construction close-out. You will serve as technical lead, working closely with drafters, designers, customers, engineers of record (EORs), installation teams, and…
Added 17 mins ago
TD
IT Service Delivery Manager
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Toronto, ON
- $115,000 to $130,000 CAD / year
- Full-time
As a Service Delivery Manager, you are a hands-on technical leader who earned credibility as a Senior System Administrator before moving into people management. You own the quality of…
Added 17 mins ago
TI
IT Enterprise Architect
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Toronto, ON
- Contract
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Added 17 mins ago
Portfolio Asset Manager
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Lead the development of portfolio-level asset plans by integrating asset condition, risk, utilization, functional adequacy, and financial data to inform investment and portfolio decisions.
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Sr. Developer - Application Development JAVA N 4B
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AB
- Full-time
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our…
Added 17 mins ago
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Sr. Developer - Application Development JAVA N 4B
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AB
- Full-time
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our…
Added 1 hour ago
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Senior DevOps
Safe Software
Remote, Canada
- Full-time
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Demonstrated ability to lead complex technical projects and drive innovation in DevOps practices, significantly improving operational and development processes.
Added 1 hour ago
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Finance AI Student
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Clear communicator and team player who can explain technical ideas in plain language
Added 1 hour ago
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Junior Solutions Engineer
Pontosense
Toronto, ON
- Full-time
Toronto or Waterloo, hybrid | Full-time | Reports to the Solutions Lead
Added 1 hour ago
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Customer Support Lead
Pontosense
Toronto, ON
- Full-time
Added 1 hour ago
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Product Lead
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Toronto, ON
- Full-time
Lead the product that home care organizations and partners use to keep older adults safe, at a fast-growing senior care technology company in 24 countries.
Added 1 hour ago
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Senior Manager – Analytics & Insights
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- Full-time
Lead an analytics delivery function and build a proactive partnership with business, clinical and operations stakeholders. Translate ambiguous business questions into useful metrics,…
Added 1 hour ago
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Program Implementation Manager
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- Full-time
Lead operational readiness, change-impact assessments, handover planning and deployment coordination.
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IT Asset administrator and Process Owner
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Strategic Management Lead
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Added 3 hours ago
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Senior Manager, Indirect Tax
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- Full-time
This role offers the opportunity to build and shape an emerging area of specialization while serving as a trusted advisor to clients and a technical resource to colleagues across the firm.
Added 4 hours ago
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Finance Education & Communication Advisor
Niagara Region
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- Full-time
Experience designing and developing instructor-led content with technical subject matter content and documenting or explaining the use of functional application courseware, preferably…
Added 4 hours ago
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Senior Business Architecture Advisor, Direct Distribution
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Added 4 hours ago
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Tech Lead Salesforce Financial Services Cloud (FSC)
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Added 5 hours ago
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Lead research projects that directly inform and improve product capabilities.
Added 5 hours ago
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Lead Portfolio Manager - Relocate to Saudi Arabia, Permanent Expat Relocation Package
aramco
Calgary, AB
- Full-time
We are seeking a Lead Portfolio Manager to join the Portfolio Management Department (PMD).
Added 5 hours ago
Senior Database Administrator
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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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