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Added 4 mins ago
AD
Early childhood educator (ece) - level 2
ABC DAYCARE AND PRESCHOOL LTD.
Claresholm, AB
- From $20 CAD / hour
- Full-time
- On-site
Develop and implement child-care programs that support and promote the physical, cognitive, emotional and social development of children
Added 12 mins ago
CM
Manager, Insolvency
Crowe MacKay LLP
Vancouver, BC
- Full-time
Crowe MacKay LLP is a vibrant team of Chartered Professional Accountants with eight markets across northern and western Canada. We believe strong relationships are the cornerstone to…
Added 12 mins ago
CS
Executive Director
Chinooks Soccer Club
Calgary, AB
- Part-time
Chinooks FC is hiring an Executive Director to lead a defined organizational reset.
Added 27 mins ago
TC
Temporary Retail Customer Service Coordinator Full Time Winners - Dorval Crossing Oakville
TJX Companies
Oakville, ON
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…
Added 37 mins ago
EA
Nanny
Esther Amselem
Cote-Saint-Luc, QC
- From $19 CAD / hour
- Full-time
- Contract
- On-site
Instruct children in personal hygiene and social development
Added 39 mins ago
IM
Early childhood educator (ECE)
INSPIRATIONS MONTESSORI SCHOOL
Burnaby, BC
- $26 to $27 CAD / hour
- Full-time
- On-site
Assess the children’s development in order to prepare a learning plan tailored to his needs.
Added 40 mins ago
CM
Early childhood educator (ECE)
CAMBIE MONTESSORI CHILDREN CENTRE
Vancouver, BC
- $26 to $27 CAD / hour
- Full-time
- On-site
Assess the children’s development in order to prepare a learning plan tailored to his needs.
Added 42 mins ago
DE
SYSTEMS INTEGRATOR (AV)
Design Electronics
Niagara Falls, ON
- Full-time
Lead a team of professional installers, providing guidance, training, and support to ensure project success.
Added 42 mins ago
TC
Family Support Worker, Temp Full Time
Taproot Community Support Services
Cold Lake, AB
- Full-time
Our 800-plus employee-owners live by five shared values: we are stronger together, we lead with optimism, we embrace challenges, we respect every voice, and we go above and beyond. Guided…
Added 42 mins ago
C-
Technical Sales and Field Service Engineer
Captiveaire - Region 114 Western PA
Saskatoon, SK
- Full-time
Seeking a driven and motivated engineer to join our sales team focusing on growing business with existing customers and developing new business. This position will involve applications…
Added 42 mins ago
GS
Temporary Indigenous Student Success Lead
Good Spirit School Division 204
Kamsack, SK
- Full-time
The Indigenous Student Success Lead (ISSL) works to provide both generalized and specialized leadership and support to school-based administrators, teachers, and other professionals across…
Added 42 mins ago
SO
Restoration Supervisor
SERVPRO of Vacaville / Dixon
Hamilton, ON
- Full-time
If you're ready to lead and grow with a company that truly values its team, we want to hear from you!
Added 42 mins ago
C-
Technical Sales and Field Service Engineer
Captiveaire - Region 114 Western PA
Ottawa, ON
- Full-time
Seeking a driven and motivated engineer to join our sales team focusing on growing business with existing customers and developing new business. This position will involve applications…
Added 42 mins ago
C-
Technical Sales Intern- Mississauga
Captiveaire - Region 114 Western PA
Mississauga, ON
- Volunteer
Special projects assigned by sales team related to office efficiencies, data analysis or market research/development.
Added 42 mins ago
VC
String Orchestra Teacher
Vancouver Christian School
Vancouver, BC
- Part-time
We are seeking a passionate and talented individual to join our team as a part-time (likely 40–60%) string orchestra teacher. The successful candidate will lead the school's strings…
Added 42 mins ago
X
Business Development Lead
Xanadu
Toronto, ON
- Full-time
We are seeking a high-energy, results-driven Business Development Lead to drive new commercial business models and partnerships at Xanadu.
Added 42 mins ago
X
Director, Total Rewards
Xanadu
Toronto, ON
- Full-time
Xanadu is looking for a Director, Total Rewards to lead the evolution and day-to-day delivery of our global compensation, equity and benefits programs.
Added 42 mins ago
Meat - Manager Meat
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Saanichton, BC
Create a coaching and development culture for all store employees that embraces a passion for food
Added 57 mins ago
P
Workforce Transformation Senior Manager
PwC
Toronto, ON
- Full-time
Lead a wide range of business development activities to help identify opportunities with new/existing clients in collaboration with account leads
Added 57 mins ago
T
Head of Canada Insider Investigations
TD
Markham, ON · Toronto, ON
- Full-time
Demonstrated organizational and managerial skills to build and lead a team
Added 1 hour ago
PR
Primary school teacher
Peace River School Division
Berwyn, AB
- $66,520 to $112,451 CAD / year
- Full-time
- On-site
Lead students in activities to promote their physical, mental and social development and their school readiness
Added 1 hour ago
KF
Nanny
Karamchandani Family
Westmount, QC
- From $19 CAD / hour
- Full-time
- Contract
- On-site
Instruct children in personal hygiene and social development
Added 1 hour ago
S
Outside Sales Representative
SiteTalent
Burnaby, BC
- $65,000 to $70,000 CAD / year
- Full-time
Lead with the company’s key strategic brand to open doors with new accounts
Added 1 hour ago
M
Department Manager, Category - Footwear (Full Time)
MEC
Quebec, QC
- Full-time
…adventures – and as a Department Manager , you’ll be there to lead our teams to make it…
Added 1 hour ago
TT
Retail Customer Service Coordinator Full Time Winners – Londonderry Mall
The TJX Companies, Inc.
Edmonton, AB
- Full-time
We’re looking for a Retail Store Coordinator to join our team in a welcoming environment. In this role, you’ll lead and inspire to deliver outstanding customer experiences. If you thrive in…

Pontosense

Manager, Customer Support

Toronto, ON, Canada

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

Apply About employer

Applications open in a new tab.

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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