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Added 9 mins ago
MANAGER DEVELOPMENT ENGINEERING
City of Toronto
Toronto, ON
Reporting to the Project Director in the Engineering Review Section, the Manager of Development Engineering provides the technical, financial, and administrative oversight needed to…
Added 9 mins ago
Manager, Product Analytics
Rogers Communications
Toronto, ON
The Manager, Product Analytics is a senior analytics professional within the Business Intelligence organization, dedicated to supporting the Product Management team and its stakeholders…
Added 23 mins ago
TS
Store Associate
The Salvation Army in Canada
Toronto, ON
- Part-time
Internal: Store Manager, Corps Officer(s), volunteers, staff
Added 1 hour ago
CC
Commercial Services Associate
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Winnipeg, MB
- Full-time
…successful candidates may progress to the role of Commercial Relationship Manager or Credit Analyst. Long-term career opportunities include positions in sales/relationship management, and…
Added 1 hour ago
C
Sr. Manager, Email and Distributed Marketing
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Toronto, ON
- Full-time
As Senior Manager, Email and Distributed Marketing you will support the strategy and lead the execution, governance, and optimization of advisor and business-driven email communications…
Added 1 hour ago
AA
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SC
Licensed Practical Nurse
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Licensed Practical Nurse
Shepherd's Care Foundation
Vanguard, SK
- Full-time
Reporting to the Program Manager, the Licensed Practical Nurse work as a member of a multidisciplinary team, providing leadership in the safe delivery of resident care, medication…
Added 2 hours ago
T
Customer Experience Associate
TD
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- Part-time
…products and services to refer customers to the appropriate team member or internal Bank partner, while ensuring a positive customer…
Added 3 hours ago
AU
Undergraduate Academic Program Advisor, Faculty of Science and Technology
Athabasca University
Athabasca, AB
- $48,621.92 to $79,714.45 USD / year
- Full-time
…inclusive Senior Leadership Team dedicated to empowering every team member to contribute, learn and thrive, AU stands poised for an exciting and ambitious next stage of…
Added 3 hours ago
OH
Senior Product Manager, ONE ID
Ontario Health | Santé Ontario
ON · Ontario, Canada
- Full-time
…Design, and other cross-functional teams, the Senior Product Manager translates customer and business needs into clear product requirements and priorities. The role engages internal and…
Added 3 hours ago
EG
Event Producer - Hybrid (Project-Based)
Encore Global
Brampton, ON
- Full-time
…responsible for relaying all pertinent information to the Account Manager. The Event Producer reports to the Director, Event…
Added 3 hours ago
PC
Administrative Assistant
PwC Canada
Toronto, ON
- Full-time
Reporting to the Admin Services Manager, the Admin Assistant actively supports the day-to-day business activities of stakeholders in a fast-paced, multitasking environment, often working…
Added 3 hours ago
PC
Administrative Assistant
PwC Canada
Calgary, AB
- Full-time
Reporting to the Admin Services Manager, the Admin Assistant actively supports the day-to-day business activities of stakeholders in a fast-paced, multitasking environment, often working…
Added 3 hours ago
PC
Administrative Assistant
PwC Canada
Montreal, QC
- Full-time
Reporting to the Admin Services Manager, the Admin Assistant actively supports the day-to-day business activities of stakeholders in a fast-paced, multitasking environment, often working…
Added 3 hours ago
DH
Senior Events Manager
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Burnaby, BC
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Administrative Assistant
PwC Canada
Vancouver, BC
- Full-time
Reporting to the Admin Services Manager, the Admin Assistant actively supports the day-to-day business activities of stakeholders in a fast-paced, multitasking environment, often working…
Added 3 hours ago
NV
Success Centre Planner
Nicola Valley Institute of Technology
Merritt, BC
- Full-time
Reporting to the Manager of the Success Centre, the Success Centre Planner is a student-facing member of the Enrolment Services team who supports learner engagement, success, and retention…
Added 3 hours ago
PC
Administrative Assistant
PwC Canada
Ottawa, ON
- Full-time
Reporting to the Admin Services Manager, the Admin Assistant actively supports the day-to-day business activities of stakeholders in a fast-paced, multitasking environment, often working…
Added 3 hours ago
CC
Fuel Pricing Manager
Calgary Co-op
Calgary, AB
- Full-time
Calgary Co-op is looking for a Fuel Pricing Manager to own the pricing strategy for our retail petroleum network. In this high-visibility role, you will make timely, data-driven decisions…
Added 4 hours ago
WI
Executive Housekeeper - The Wickaninnish Inn
Wickaninnish Inn
Tofino, BC
- Full-time
…day-to-day operation of the Housekeeping Department and will be a member of the Wickaninnish Inn’s Senior Management…
Added 4 hours ago
N
Director of AI Delivery
nesto
Toronto, ON
- Full-time
…end to end: the delivery plan, the pod, the day-to-day client relationship, and the evidence that moves each agent through requirements, testing, model-risk approval, live-file shadow,…
Added 4 hours ago
N
Director of AI Delivery
nesto
Montreal, QC
- Full-time
…end to end: the delivery plan, the pod, the day-to-day client relationship, and the evidence that moves each agent through requirements, testing, model-risk approval, live-file shadow,…
Added 4 hours ago
TS
Store Associate
The Salvation Army Canada and Bermuda Territory
Toronto, ON · Scarborough-Eglinton Thrift Store
- Part-time
Internal: Store Manager, Corps Officer(s), volunteers, staff
Added 4 hours ago
Vice-President & Chief Commercial Officer, ClaimSecure
The Canada Life Assurance Company
Toronto, ON
ClaimSecure, a wholly owned subsidiary of Canada Life, is a leading third-party payer and pharmacy benefits manager in the group insurance industry, supporting thousands of benefit plan…

Pontosense

Customer Support Specialist

Toronto, ON, M5C 3G8, Canada

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

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Job details

Pay: Pay: $60,000 to $80,000 CAD base salary
Job type: Full-time
Posting language: English
Posted: Oct 26, 2026

Original job description

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.

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

Pay: $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 for families and care partners. Additionally, you will handle escalations, perform troubleshooting, and contribute to the help center by creating clear guides.

Requirements

The ideal candidate is a hands-on problem solver who can work independently and manage complex customer issues. You should be comfortable working in a fast-paced environment and possess strong communication skills to assist families and care organizations.

Skills

Customer support
Troubleshooting
Technical support
Communication
Problem solving
Case management
Customer insight
Documentation
Relationship management

Benefits

Health benefits
Dental benefits
Vision benefits
Product discount

Visa sponsorship

Not detected in the job text

Keywords

Customer Support
Troubleshooting
Hybrid
Technical Support
Customer Success
Escalation Management
Help Center
Product Support
Customer Insight
Case Management
SaaS
Health Tech
Wellness
Sensors
IoT

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