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Added 56 mins ago
MD
Records Agent - Customer Svcs Specialist Int
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
Job Class: Customer Service Specialist, Intermediate
Added 56 mins ago
HT
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Bolton, ON
- Full-time
Title: Advanced Applications Blow Molding Specialist
Added 1 hour ago
UO
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University of Victoria
Victoria, BC
- Full-time
…day-to-day operation of the unit. This position also provides specialist-level advice and training to students, faculty, and teaching assistants in the use of equipment and software in…
Added 2 hours ago
VC
Quality Improvement Leader, Medical Quality Leadership & Practice
Vancouver Coastal Health
Vancouver, BC
- $46.39 to $66.68 CAD / hour
- Temporary
…between Vancouver Coastal Health, Providence Health Care and the Specialist Services Committee (SSC). Reporting to the Manager, Medical Quality Leadership & Practice, the Quality…
Added 5 hours ago
MA
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Familiar with the full range of laboratory tests and procedures. Performs duties of registered technologist in accordance with safety guidelines and established procedures.
Added 8 hours ago
AH
Trainer - Provincial Training Specialist
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Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
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MI
Jr Weld Technician
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Reporting to Quality System Specialist and Health & Safety Lead any observed new or changes to product/process/service within their area of responsibility.
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Engineering - Automotive HVAC Product Engineer
Crestline
Saskatoon, SK
…largest supplier of small to mid-size commercial buses. With safety, innovation, and durability always at the forefront of our business, we now inspire today’s industry standards. Crestline…
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London, ON
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HT
Advanced Applications Blow Molding Specialist
Husky Technologies
Bolton, ON
- Full-time
Title: Advanced Applications Blow Molding Specialist
Added 13 hours ago
LC
Beauty Specialist, Hourly Part Time Flexible Shifts
Loblaw Companies Limited
London, ON
- Part-time
Complies with all health and safety regulations
Added 14 hours ago
BC
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SD
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Shoppers Drug Mart
Keswick, ON
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Beauty Specialist, Hourly Part Time Day
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Keswick, ON
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Added 17 hours ago
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Know and manage the Site-Specific Safety Plan or the Site-Specific Location Plan.
Added 18 hours ago
RM
M.L.T. Charge - Quality
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Familiar with the full range of laboratory tests and procedures. Performs duties of registered technologist in accordance with safety guidelines and established procedures.
Added 18 hours ago
HT
Advanced Applications Blow Molding Specialist
Husky Technologies
Bolton, ON
- Full-time
Title: Advanced Applications Blow Molding Specialist
Added 19 hours ago
BS
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ON · Ontario, Canada
- Contract
Position Overview: The Intermediate Information Security Specialist, Authentication Services is responsible for the design, implementation, and operation of secure, scalable authentication…
Added 19 hours ago
SD
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Shoppers Drug Mart
Brampton, ON
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Complies with all health and safety regulations
Added 21 hours ago
RD
CUPE - Groundskeeper
Red Deer Public
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Pay rate is per the current , this position is paid as Specialist, currently starting at $29.42 per hour.
Added 21 hours ago
M
Project Delivery Specialist (Community, Culture and Communications)
melyn
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Pontosense

Customer Support Specialist

Toronto, ON, M5C 3G8, Canada

$60,000 to $80,000 CAD base salary · Full-time

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Job details

Pay: $60,000 to $80,000 CAD base salary
Job type: Full-time
Posting language: English
Posted: Sep 28, 2026

Original job description

Customer Support Specialist

Toronto or Waterloo, hybrid | Full-time | Reports to the Manager, Customer Support

You help families and care partners get the most out of the product that keeps someone they love safe at home.

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. The team is doubling over the next year and a half. More customers means more people who need help, and every one of them is worried about someone they love.

The role

You are a hands-on member of our support team, covering both Pontosense and Silvie. You help families at home and care organizations with setup, questions and issues. You work alongside our BPO support team and take on the cases that need more care. You report to the Manager, Customer Support. Until that role is filled, you report to the Head of Customer Success.

What you'll own

Tickets from start to finish. Calls, emails and chats from families and care partners, resolved quickly and kindly
Setup and troubleshooting. You help customers get up and running, and you fix what isn't working
Escalations. Cases from the BPO team that need more time, context or follow-up
The help centre. Clear articles and guides for the questions customers ask most
Customer insight. You spot patterns in tickets and bring them to product and engineering

What year one looks like

Customers rate support highly and say so
Tickets are resolved faster, and fewer need a second contact
The most common questions have clear answers in the help centre
Recurring issues are flagged, and some 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 would rather own a problem than be assigned a task
The mission matters to you and the pace feels real, not stressful
You are the person who just fixes it

This isn't for you if

You want a playbook. You'll help write ours
You need a big team around you to get things done

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

$60,000 to $80,000 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 customer tickets from start to finish, providing support via calls, emails, and chats while troubleshooting technical issues. Additionally, you will handle escalations from the BPO team and contribute to the help center by creating clear guides and articles.

Requirements

The ideal candidate is a hands-on problem solver who prefers taking ownership of tasks rather than following a rigid playbook. You should be comfortable working in a fast-paced environment and possess the ability to communicate effectively with families and care partners.

Skills

Customer support
Troubleshooting
Technical support
Communication
Problem solving
Customer success
Data analysis
Help desk management
Escalation management
Documentation

Benefits

Health benefits
Dental benefits
Vision benefits
Product discount

Visa sponsorship

Not detected in the job text

Keywords

Customer Support
Technical Support
Troubleshooting
Customer Success
Help Center
Escalations
Product Engineering
SaaS
Health Tech
Remote Work
Hybrid Work
Customer Insight
Case Management
BPO Coordination

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