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Added 11 mins ago
OA
Part-Time Apprentice Technician- OpenRoad Toyota Abbotsford
OpenRoad Auto Group
Abbotsford, BC
- Part-time
Road-test vehicles to quality-check work performed, report any discrepancies to Service Manager.
Added 11 mins ago
S
Senior Treasury Analyst
Seaspan
North Vancouver, BC
- Full-time
The Senior Financial Analyst will support the Treasury Manager in managing the company’s cash flow, banking relationships, and financial risk exposures. This role focuses on cash…
Added 11 mins ago
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Assistant Site Manager
BEST - For A Cleaner World
Thunder Bay, ON
- Full-time
Job Overview: The Assistant Manager will be responsible for assisting the Site Manager in day to day cleaning operations at site level and ensuring a safe, professional work environment.…
Added 11 mins 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 11 mins ago
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Sourcing Manager, Marketing Category
BMO
Toronto, ON · YNG
- Full-time
The Sourcing Manager leads competitive sourcing events, supplier selection, due diligence, negotiation, contracting activities, and category initiatives while applying BMO's procurement,…
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Directeur(rice) Principal(e), Gestion Relationnelle
BMO
Sherbrooke, QC
- Full-time
Added 11 mins ago
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Sourcing Associate, Human Resources Category
BMO
Toronto, ON · YNG
- Full-time
Added 11 mins ago
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Associate, Commercial Banking (Public Sector Group)
BMO
Toronto, ON · FCP
- Full-time
…customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your…
Added 11 mins 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 11 mins ago
Trade Spend Analyst
ACCO Brands
Mississauga, ON
ACCO Brands is seeking a Trade Spend Analyst to join the North America Finance team reporting to the Finance Manager, Decision Support. This role will support the management and execution…
Added 11 mins ago
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Return to Work & Occupational Health & Safety Specialist
District of Saanich
Victoria, BC
- Temporary
…the Occupational Health and Safety Division. Reporting to the Manager of Occupational Health and Safety, this role supports the District’s commitment to the physical and psychological…
Added 11 mins ago
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Physician Assistant
Scarborough Centre for Healthy Communities (SCHC)
Toronto, ON · Scarborough, ON
- Full-time
Guided by our I2CARE values - Inclusivity, Innovation, Collaboration, Accessibility, Respect, and Equity - we foster a workplace where people feel valued, supported, and empowered to make a…
Added 11 mins ago
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Accounting Clerk 1 - Industrial
Graham
Fort Saskatchewan, AB
- Full-time
Graham is actively recruiting an Accounting Clerk to support our Industrial Group. Reporting to the Operations Finance Manager, this role provides accounting and transactional support for…
Added 26 mins ago
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Health and Safety Specialist
RTX
Midland, ON
- Full-time
Reporting to the Manager, Environmental, Health, and Safety, the Health and Safety Specialist is responsible for various services including, but are not limited to cleaning equipment,…
Added 26 mins ago
Assistant Restaurant Manager
Red Robin Canada
Surrey, BC
We’re hiring an Assistant Restaurant Manager to lead busy shifts, coach and develop team members, and help run the day-to-day operations of a high-volume, full-service restaurant.
Added 26 mins ago
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Branch Manager, Commercial Insurance
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Ottawa, ON
- Full-time
We are looking for a Branch Manager, Commercial Insurance to join our growing team!
Added 26 mins ago
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Senior Portfolio Manager
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Halifax, NS · Nova_Ctr
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Added 26 mins ago
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Personal Banking Associate
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Added 26 mins ago
Audio Visual Technician 2(A)-(B)
The Government of Nova Scotia
Halifax, NS
As the Audio/Video Operator you will report to the Manager of Legislative Television.
Added 26 mins ago
IF
Consultant, Dealer Services
iA Financial Group
Brossard, QC · Montreal, QC
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Has in-depth knowledge of the sales process, the market, and the Financial Services Manager role, as well as a strong understanding of dealership operations and departments.
Added 26 mins ago
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New Graduate Guarantee (NGG) - Cardiology
Southlake Health Community
Newmarket, ON · Southlake Health
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A people-first workplace environment that prioritizes belonging, wellness, and psychological safety.
Added 26 mins ago
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Registered Nurse (RN) - Cardiology - TFT
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Newmarket, ON · Southlake Health
- Full-time
A people-first workplace environment that prioritizes belonging, wellness, and psychological safety.
Added 26 mins ago
OR
Wireless Sales Associate - 3063 North Bay
OSL Retail Services Inc
North Bay, ON
- Other
OSL is committed to providing an inclusive workplace that does not discriminate on the basis of race, nationality, religion, age, marital status, physical or mental disability, sexual…
Added 26 mins ago
MANAGER FLEET CONTRACTS
City of Toronto
Toronto, ON
As a manager within the Transformation Team, you will:
Added 26 mins ago
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Project Engineer/Analyst
Kinectrics
Tiverton, NS
- Full-time
…we aren’t looking to slow down. Join our diverse, supportive workplace for a rewarding career in the electricity…

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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