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Added 1 hour ago
E
Tests and Validations Specialists
EERS
Montreal, QC
- Full-time
Our head office is located in the heart of downtown Montréal. We offer competitive salaries as well as a great team environment with a hybrid WFH model. EERS is an equal-opportunity…
Added 1 hour ago
FS
Head of Enterprise Infrastructure
Future Secure AI
Toronto, ON
- Full-time
We are hiring a Head of Enterprise Infrastructure to own the internal cloud environments that host Atlas, our proprietary platform for building and testing the AI Co-Workers we deliver to…
Added 1 hour ago
WM
Computer Numerical Control Machinist
Waycon Manufacturing Ltd.
Penticton, BC
- Full-time
Read and interpret engineering drawings, blueprints, technical specifications, machining instructions, and dimensional tolerances.
Added 2 hours ago
Data Analyst, SCM Planning & Analytics
RHI Magnesita
Brantford, ON
…into planning and operational performance. Reporting to the Head of Analytics & Reporting, SCM, this role works with business stakeholders local and globally to understand reporting needs,…
Added 4 hours ago
Directeur Mondial, Analyses et perspectives
Michelin
Montreal, QC · MQC - MONTREAL OFFICE
Added 6 hours ago
M
Directeur Mondial, Analyses et perspectives/ Global Insights & Analytics Director
Michelin
Montreal, QC
- Full-time
Added 6 hours ago
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Account Director
Deltatre
Toronto, ON · Greater Toronto Area, Canada
- Full-time
Work with Delivery, Product and Engineering teams to resolve client issues and keep commitments on track
Added 7 hours ago
C
Chief Steam Engineer
Carlisle
Crossfield, AB
- Full-time
With manufacturing, engineering, operations, and corporate functions across North America and globally, Carlisle offers stability, agility, and opportunity in a performance-driven culture.…
Added 7 hours ago
CC
Chief Steam Engineer
Carlisle Construction Materials
Crossfield, AB
- Full-time
With manufacturing, engineering, operations, and corporate functions across North America and globally, Carlisle offers stability, agility, and opportunity in a performance-driven culture.…
Added 8 hours ago
P
Customer Support Specialist
Pontosense
Toronto, ON
- Full-time
…Customer Support. Until that role is filled, you report to the Head of Customer…
Added 8 hours ago
P
Manager, Customer Support
Pontosense
Toronto, ON
- Full-time
…family or a care partner gets helped. You work directly with the Head of Customer Success, product and engineering, so what customers tell us changes what we…
Added 13 hours ago
Food & Beverage Manager
Rosewood Hotel Group
Vancouver, BC
Supports the Head Chef in the creation of new items for the three outlets based on guest feedback and sales records.
Added 13 hours ago
Restaurant Manager
Rosewood Hotel Group
Vancouver, BC
Supports the Head Chef in the creation of new items for the three outlets based on guest feedback and sales records.
Added 15 hours ago
TU
Project Coordinator - Electrical Technical Support
The University of British Columbia
Vancouver, BC
- $7,782 to $8,344 CAD / month
- Full-time
Supervises, allocates, develops schedules and coordinates the work of Head Tradespeople, Consultants, and Project Teams employed in providing services to the UBC Building Operations, while…
Added 15 hours ago
UO
Project Coordinator - Electrical Technical Support
University of British Columbia
Vancouver, BC · UBCV | University Services Building (USB)
- $7,782 to $8,344 CAD / month
- Full-time
Supervises, allocates, develops schedules and coordinates the work of Head Tradespeople, Consultants, and Project Teams employed in providing services to the UBC Building Operations, while…
Added 21 hours ago
PB
MEP Head
Pacific Business Park Sahibabad
Burlington, ON
- Full-time
Added 21 hours ago
C
Chief Steam Engineer
Carlisle
Crossfield, AB
- Full-time
With manufacturing, engineering, operations, and corporate functions across North America and globally, Carlisle offers stability, agility, and opportunity in a performance-driven culture.…
Added 1 day ago
VA
NDT Technician
Voyageur Aviation
North Bay, ON
- Full-time
…provider of specialized aviation services, including, advanced engineering and maintenance capabilities, part sales and logistics management, aircraft leasing, and contract flying…
Added 1 day ago
R
Account-Based Marketing Manager - TrainAI
RWS
Canada
- Full-time
…models. TrainAI by RWS helps our clients address this challenge…
Added 1 day ago
Millwright- Night shift
Dare Foods Limited
Milton, ON
…area since the family’s original store opened in 1892. We are head quartered in Cambridge Ontario and we’ve expanded our roots far beyond. With manufacturing plants in North America and…
Added 2 days ago
Contracts Administrator, Purchasing, Pacific Link (Contract)
Trans Mountain
Calgary, AB
Collaborate with Project Management, Engineering, Finance, Legal, Indigenous Relations, and other key stakeholders to facilitate procurement and contracting activities.
Added 2 days ago
MC
Director, FinOps (35690)
Myticas Consulting
BC · British Columbia, Canada
- Full-time
…optimization without compromising reliability, security, or engineering…
Added 2 days ago
MC
Senior Trainer, Instructional Design & Training (35927)
Myticas Consulting
Ottawa, ON
- Full-time
Reporting to the GTM PMO & Business Operations Head, the successful candidate will have responsibility for the full training deliverable lifecycle, including Business Support Systems (BSS),…
Added 2 days ago
R
VP of Marketing Operations
Revun
Vaughan, ON
- Internship
Work closely with product, engineering, sales, customer success, implementation, operations, and executive leadership
Added 2 days ago
A
HVAC Technician – Level 2
AirRevive
Hamilton, ON
- Full-time
…pans, and pipe sizes, troubleshooting issues with water flow, head pressure, and electrical components, and making necessary repairs. You will gather performance data such as airflow,…

Pontosense

Customer Support Specialist

Toronto, ON, M5C 3G8, Canada

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

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Applications open in a new tab.

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.

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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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