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Added 3 mins ago
MS
Store Manager
Michaels Stores
Cambridge, ON
- Full-time
Store - CAMBRIDGE, ONStore Managers are expected to spend the vast majority of their time on managerial work. This includes leading and managing a team; holding the team accountable to…
Added 3 mins ago
S
Seasonal Retail Sales Consultant - Part Time - Pickering Town Centre, ON
Swarovski
Pickering, ON
- Part-time
Deliver outstanding customer service and create emotional connections through storytelling
Added 3 mins ago
C
Relationship Manager, Business Banking
CIBC
Saskatoon, SK
- Full-time
As a member of Business Banking team, you’ll be reporting to the Director or Senior Manager & Team Lead, Business Banking, providing new and existing clients with an exceptional client…
Added 3 mins ago
CI
Supervisor (Full Time)
Carters Inc.
Fort St. John, BC
- Full-time
As a Full Time Supervisor, you will be the first face of the brand for growing families. You’ll congratulate new parents and grandparents, introduce them to our new baby essentials, help…
Added 17 mins ago
TH
Director of Food And Beverage
Trail Hub
Whitby, ON
- Full-time
We are home to Nest restaurant, premium weddings and events, and a full recreation experience including hiking, mountain biking, disc golf, and more.
Added 33 mins ago
EH
Truck Vehicle Service Attendant
Enterprise Holdings
Sudbury, ON
- $20 CAD / hour
- Full-time
The Enterprise Truck Rental Division has an immediate opening for a Full Time Vehicle Service Attendant (VSA). The VSA will be responsible for cleaning, detailing, and providing light…
Added 33 mins ago
GP
Senior Engineering Program Manager
Generac Power Systems
Toronto, ON · Canada - Toronto
- Full-time
The Senior Engineering Program Manager brings structure to ambiguity, connects decisions to business outcomes, and maintains visibility across programs within their product line or line of…
Added 33 mins ago
CC
Retail Shift Leader
Canna Cabana
Peterborough, ON
- $19 to $21 CAD / hour
- Part-time
Assist in the delivery of key personnel management when on shift and resolve any customer service issues as and when needed
Added 47 mins ago
GC
Department Manager - Garden Supplies & Pottery - Colwood
GARDENWORKS Canada
Colwood, BC
- Full-time
Full-Time | 40 hours/week | $23.00 – $25.00/hour
Added 48 mins ago
Strategic Sourcing - Strategic Sourcing Specialist
Mohawk Medbuy Corporation (MMC)
Burlington, ON · ON · Kingston, ON · London, ON · Thunder Bay, ON · Toronto, ON · Chatham-Kent, ON
We are currently recruiting for a full-time Strategic Sourcing Specialist to support our Strategic Sourcing - Facilities Management & Hospital Operations team.
Added 1 hour ago
B
Senior Relationship Manager, Commercial Banking (Financial Services Group)
BMO
Toronto, ON · FCP
- Full-time
…opportunities with Non-Bank Financial Institutions as well as full banking relationships with select Financial Services firms and FinTechs. It assesses financing opportunities representing…
Added 1 hour ago
B
Mortgage Specialist
BMO
Laval, QC
- Full-time
Delivers exceptional customer service that builds trust through expertise, responsive service, and support.
Added 1 hour ago
B
Mortgage Specialist
BMO
Granby, QC · GRBY
- Full-time
Delivers exceptional customer service that builds trust through expertise, responsive service, and support.
Added 1 hour ago
B
Workplace Solutions Manager
BGIS
Toronto, ON
- Full-time
The Workplace Solutions Manager will be the prime contact to customer Business Units on behalf of the client Corporate Real Estate team. while also acting as a key interface between client…
Added 1 hour ago
B
Tenant Services Coordinator (1 Year Contract)
BGIS
Surrey, BC
- Full-time
Superior client management/customer service skills
Added 1 hour ago
C
Temporary Full-Time Gas Bar Attendant II
Co-op
North Battleford, SK
- Full-time
Discovery Co-operative is hiring a Temporary Full-Time Gas Bar Attendant II at Carlton Trail Gas Bar located in North Battleford, SK.
Added 1 hour ago
FS
Director of Operations
Fresh Start Foods Canada Ltd.
Milton, ON · Fresh Start East Milton Administration-Ontario-FSE
- Full-time
For more than 30 years, Fresh Start Foods has proudly delivered a full range of fresh produce solutions to customers across Canada. As a valued member of the Gordon Food Service (GFS)…
Added 1 hour ago
M
People Services AI Solutions & Configuration Lead
Manulife
Toronto, ON · Waterloo, ON
- Full-time
Evaluate emerging Workday AI capabilities and recommend opportunities to improve employee and manager experiences.
Added 1 hour ago
EH
Management Trainee
Enterprise Holdings
Richmond, BC
- Full-time
Whether you see yourself in sales, business development, customer service, retail management, or operations, as a manager in training, you can count on a career path with a clear beginning…
Added 1 hour ago
CC
Retail Store Manager in Training
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Toronto, ON
- Full-time
The Retail Store Manager in Training is responsible for the daily operations and profitability of the establishment according to set goals and business objectives. Daily operations include…
Added 1 hour ago
HB
Assistant Manager - BOSS Store, St. Foy
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Ste.-Foy, QC
- Other
Become a brand ambassador and be part of a team that works with passion, ambition and expertise to create excellent customer experiences. Be among the first to bring our collections from…
Added 2 hours ago
S
Store Director
sephora.com
Saint John, NB
- Full-time
As the next Store Director at Sephora, you will oversee and manage the overall client service experience, people development, sales, productivity, merchandising, operations, and human…
Added 2 hours ago
CO
Senior Manager, Anti-Money Laundering Advisor
Capital One
Toronto, ON
- Full-time
161 Bay Street (93021), Canada, Toronto,Toronto, Ontario,Senior Manager, Anti-Money Laundering Advisor
Added 2 hours ago
S
Heavy Duty Mechanic
Sandvik
Sudbury, ON · Lively
- Full-time
At Sandvik, the Heavy Duty Mechanic (Field Service Technician) is responsible for the troubleshooting, repair, and maintenance of mechanical and/or electrical aspects of surface and/or…
Added 2 hours ago
S
Heavy Duty Mechanic
Sandvik
BC · British Columbia
- Full-time
At Sandvik, the Heavy-Duty Equipment Mechanic (Field Service Technician) is responsible for the troubleshooting, repair, and maintenance of mechanical and/or electrical aspects of surface…

Pontosense

Manager, Customer Support

Toronto, ON, Canada

Pay: $80,000 to $130,000 CAD base salary · Full-time

Apply About employer

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Job details

Pay: Pay: $80,000 to $130,000 CAD base salary
Job type: Full-time
Apply by: Nov 9, 2026
Posting language: English
Posted: Oct 10, 2026

Original job description

Toronto or Waterloo, hybrid | Full-time | Reports to the Head of Customer Success

Run customer support at a fast-growing senior care technology company, for families and care organizations in 24 countries.

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 launches in January, one of the largest deals in our history is in delivery, and the team doubles over the next year. Every one of those adds customers, and every customer who calls is worried about someone they love. This is the moment to bring in the person who makes support something we're proud of.

The role

You own customer support for both Pontosense and Silvie. You lead our BPO support team, own every incoming ticket, and set the standard for how a worried 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 build.

What You'll Own

A support team that is fast, kind and consistent, and that people want to stay on
Every ticket, from first contact to resolution, with response and resolution times that keep improving
The playbooks, tooling and metrics that let support scale from hundreds of customers to thousands
The voice of the customer inside the company: patterns from support feeding product and engineering
Support for two very different customers, a family at home and a care organization, done well for both

What Year One Looks Like

Response and resolution times are down and measured. Customers rate support highly and say so. The BPO team is stable, trained and proud of the work. Product knows the top five things customers struggle with, because you told them.

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 impact. There is more room to make a difference here than at a company ten times our size.
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'd rather own a problem than be assigned a task
You want the mission to matter and the pace to be real
You're happy to be the person who just fixes it

This isn't for you if

You want a playbook handed to you
You need a big team before you can move

You'll thrive here if

You have owned the support function for a tech or hardware product, including tooling, SLAs and escalation to engineering
You have led a support team, ideally a BPO or remote team, and made it better than you found it
You have managed an outsourced support partner day to day: SLAs, quality, staffing and the relationship
You have set up tickets, queues, playbooks and metrics from little or nothing
You stay calm and clear with a worried customer, and teach others to do the same
You care about the people on your team as much as the people they serve

You don't need to check every box. If this sounds like you, we'd like to hear from you.

Where this goes

As we double, this role can grow into leading Customer Experience across both brands, with a larger team of your own.

What You Get

A sensor for your parents, on us
Direct access to the leadership team. No layers.
Fair pay, with the opportunity for equity
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: $80,000 to $130,000 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

Lead customer support for Pontosense and Silvie, managing the BPO team and owning customer tickets from first contact through resolution. Build scalable support processes and metrics, improve service performance, and share customer feedback with product and engineering teams.

Requirements

Candidates should have owned support for a technology or hardware product, including tooling, SLAs, and engineering escalations, and have led a support team, ideally a BPO or remote team. Experience managing outsourced partners and establishing ticketing workflows, playbooks, and metrics is sought, along with calm, clear customer communication and a strong commitment to team care.

Skills

Customer Support Leadership
BPO Team Management
Outsourced Partner Management
Support Tooling
Ticket Queue Management
Support Playbook Development
Support Metrics
Response and Resolution Time Improvement
Escalation Management
Cross-Functional Collaboration
Customer Feedback Analysis
Team Training
Customer Communication
Quality Management

Benefits

Company-Provided Sensor for Parents
Equity Opportunity
Health Benefits
Dental Benefits
Vision Benefits

Visa sponsorship

Not detected in the job text

Keywords

Customer Support
Customer Experience
BPO
Outsourced Support
Service-Level Agreements
Support Tooling
Ticket Management
Queues
Playbooks
Support Metrics
Response Times
Resolution Times
Escalation Management
Quality Management
Staffing
Customer Feedback
Product and Engineering Collaboration
Senior Care Technology
Home Health Care
Fall Detection Sensors
Sleep Tracking
Health and Wellness Monitoring
Remote Support

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