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Added 14 mins ago
M
Instructional Designer
Mevotech
Mississauga, ON
- Full-time
…candidate will be a strong team player and seasoned learning specialist who can apply themselves in various aspects of learning design, including needs assessment, storyboarding, eLearning…
Added 14 mins ago
BM
Cardiology TAS (12 months contract)
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- Full-time
…Associate National Sales Director, the CV Therapeutic Area Specialist is responsible for promoting and selling our Cardiovascular products to cardiologists in the designated territory in…
Added 14 mins ago
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Mortgage Specialist
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Richmond Hill, ON
- Full-time
…with great earning possibilities? Becoming a BMO® Mortgage Specialist can offer you all that and much more. Expect to fill an important and rewarding role – helping customers make their…
Added 28 mins ago
NS
IMIT Business Analyst - HIM Coding Classification & Terminology Standards
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- Full-time
Certified Classification Coding Specialist (CCCS) and/or Certified Clinical Documentation Improvement (CDI Specialist), asset
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Clinical Coordinator - Langley
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Langley (District), BC · Langley, BC
- $22 to $25 USD / hour
- Full-time
Added 28 mins ago
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Added 28 mins ago
M
Instructional Designer
Mevotech
Mississauga, ON
- Full-time
…candidate will be a strong team player and seasoned learning specialist who can apply themselves in various aspects of learning design, including needs assessment, storyboarding, eLearning…
Added 28 mins ago
IMIT Business Analyst - HIM Coding Classification & Terminology Standards
Nova Scotia Health and IWK Health
All Locations, Nova
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Added 59 mins ago
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Event Planning Specialist
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- Full-time
Added 59 mins ago
HE
Customer Service Sales Specialist
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- $41,000 to $45,000 CAD / year
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Added 59 mins ago
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Property Specialist Contract to March 31, 2027
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Oshawa, ON
- Full-time
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Added 1 hour ago
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Founding DTC Growth Marketing Manager, Silvie
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Toronto, ON
- Full-time
You are a specialist in one channel and want to stay one
Added 1 hour ago
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Customer Support Specialist
Pontosense
Toronto, ON
- Full-time
Added 1 hour ago
A
Creative Delivery Specialist, Retail Marketing and Production [AQ-24958]
Aquent
Toronto, ON · Scarborough, ON
- $29 to $35 CAD / hour
- Contract
Added 1 hour ago
S
Seasonal Retail Sales Consultant - Part Time - Laval, QC
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Laval, QC
- Part-time
Many of our Sales Consultants grow into leadership or specialist roles such as Store Manager, Trainer or Visual Merchandiser roles. We support your development so you can build a career…
Added 1 hour ago
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International Trades Specialist
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Added 1 hour ago
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LMI is seeking a collaborative, proactive Talent Acquisition Specialist/Sourcer to join our global HR team. In this role, you will play a critical part in supporting our growth by building…
Added 1 hour ago
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Sourcing Specialist (Bangkok-based, Relocation Provided)
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Vancouver, BC
- Full-time
We are looking for a Tech Sourcer Specialist with a proven track record of discovering and hiring amazing engineering talent. In this role, you will own the end-to-end development and…
Added 1 hour ago
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Electrical Manager
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Regina, SK
- Full-time
…coordinating the General Contractor (GC), design consultants, specialist contractors, OEMs, commissioning teams and the wider supply chain. You will protect the client’s interests across…
Added 1 hour ago
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Mechanical Manager
GagaMuller
Regina, SK
- Full-time
…coordinating the General Contractor (GC), design consultants, specialist contractors, OEMs, commissioning teams and the wider supply chain. You will protect the client’s interests across…
Added 2 hours ago
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Insurance Advisor
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Winchester, ON
- Full-time
A range of insurance products available commission free, including home, motor, travel and specialist vehicles
Added 2 hours ago
RM
M.L.T. Charge - Quality
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- Full-time
Point of Care Testing Specialist Certificate by recognized professional society (required)
Added 2 hours ago
V
Administration Officer
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Mulgrave, NS
- Full-time
Across aged care, care at home, disability services, retirement living, specialist education and affordable housing, our role is to help people make their own choices, remain in control of…
Added 2 hours ago
HT
Advanced Applications Blow Molding Specialist
Husky Technologies
Bolton, ON
- Full-time
Title: Advanced Applications Blow Molding Specialist
Added 2 hours ago
PA
Network and Systems Specialist
Prodomax Automation Ltd.
Barrie, ON
- Full-time
Prodomax Automation Ltd. is currently seeking a NETWORK AND SYSTEMS SPECIALIST to join our team.

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 29, 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 support tickets from start to finish, including troubleshooting technical issues and providing assistance via calls, emails, and chats. Additionally, you will create help center documentation and provide product insights to the engineering team based on recurring customer issues.

Requirements

The ideal candidate is a hands-on problem solver who is comfortable working in a fast-paced, scaling environment. You must be capable of managing escalations and working effectively both independently and alongside a BPO support team.

Skills

Customer support
Troubleshooting
Technical support
Ticket management
Communication
Problem solving
Customer success
Data analysis
Documentation

Benefits

Health benefits
Dental benefits
Vision benefits
Product discount

Visa sponsorship

Not detected in the job text

Keywords

Customer Support
Troubleshooting
Technical Support
Hybrid
Customer Success
Ticket Management
Escalation Management
Help Center
Product Insights
Sensors
Health Tech
Wellness
Scaling
BPO
Customer Experience

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