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Added 6 mins ago
S
Services Lead, Stores - Full Time
Sephora
Edmonton, AB
- $20 to $23.55 CAD / hour
- Full-time
Visual Merchandising. Support the Operations team by ensuring that all merchandising concepts and visuals on the sales floor are within company standard. Keep the sales floor look and feel…
Added 21 mins ago
F&
Showroom Assistant, Color & Design Sales
Farrow & Ball
Toronto, ON
- $20.5 CAD / hour
- Full-time
Support the Showroom Manager with sales and non-sales activities and lead by example.
Added 21 mins ago
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Client Solutions Manager - Global Business Solutions - Canada
TikTok
Toronto, ON
- Full-time
The Client Solutions Manager (CSM) will work closely with the sales team to provide support and expertise in meeting client objectives and providing best-in-class customer service to both…
Added 21 mins ago
TH
Flooring Sales Associate - Part Time (Aurora)
The Home Depot Canada
Aurora, ON
- Part-time
…in this position know how to greet, engage, and thank every customer in their department and know how to provide basic service in adjacent departments. Sales Associates are focused on…
Added 21 mins ago
R
PART TIME Team Lead - FREE ACCOMMODATION
Roots
Lake Louise, AB
- Part-time
…motivating the team to exceed goals. Reporting directly to the Store Manager, the Team Lead provides support and coverage to the Store and Assistant Managers in their absence. They model…
Added 36 mins ago
7
Assistant Store Leader (Assistant Manager)
7-Eleven
Surrey, BC
- Full-time
…fuel through cutting edge innovation - working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and…
Added 36 mins ago
QC - ASSISTANT STORE MANAGER
The Aldo Group Inc / Le Groupe Aldo Inc.
Montreal, QC
As Assistant Store Manager, you’re the Store Manager’s right hand and a key player in creating an amazing store experience. You lead by example, inspire your team to hit sales goals, and…
Added 36 mins ago
TA
QC - SALES LEAD - FULL TIME
The Aldo Group Inc / Le Groupe Aldo Inc.
Montreal, QC
- Full-time
Reporting to the Store Manager, the Sales Lead plays a key role in driving results and supporting the team. You lead by example by helping hit sales targets, coaching associates, and making…
Added 51 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Internship
Completion of a Basic Cardiac Life Support (BCLS) program.
Added 51 mins ago
7
Assistant Store Leader (Assistant Manager)
7-Eleven
Brandon, MB
- Full-time
…fuel through cutting edge innovation - working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and…
Added 51 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Internship
Completion of a Basic Cardiac Life Support (BCLS) program.
Added 51 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Completion of a Basic Cardiac Life Support (BCLS) program.
Added 51 mins ago
SM
Medical Radiation Technologist (CT & X-Ray)
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Completion of a Basic Cardiac Life Support (BCLS) program.
Added 51 mins ago
7
Assistant Store Leader (Assistant Manager)
7-Eleven
AB · Edmonton, AB
- Full-time
…fuel through cutting edge innovation - working hard to be the customer's first choice. 7-Eleven empowers our employees to "activate awesome" and make a meaningful impact in their stores and…
Added 51 mins ago
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FOH Supervisor - Cineplex Cinemas North Edmonton and VIP
Cineplex
AB · CPX North Edmonton & VIP
- Part-time
Reporting to the Front of House Manager, the key responsibilities for this position are:
Added 1 hour ago
OR
Wireless Sales Associate - 1084 Olds
OSL Retail Services Inc
Olds, AB
- Other
Strong support from your Store Manager and District Manager every step of the way
Added 1 hour ago
SH
Human Resources Coordinator
Supreme Homes-Maisons Suprêmes
NB · Tracadie, NB
- Full-time
Under the supervision of the Human Resources Manager, the Human Resources Coordinator provides administrative and operational support in the day-to-day management of human resources…
Added 1 hour ago
Part Time Tailor
Moores Clothing
Burlington, ON
Support sales staff by providing tailoring insights that enhance product knowledge and improve the customer experience.
Added 1 hour ago
BI
Boston Pizza - Host
Bingemans Inc
Kitchener, ON
- Up to $17.95 CAD / hour
- Part-time
Are you quick with a smile and a helping hand? Reporting to the General Manager, the host/hostess is responsible for the greeting and seating of all restaurant guests in a prompt, efficient…
Added 1 hour ago
1
Senior Manager, Clinic IT Services
123Dentist
Toronto, ON
- $150,000 to $175,000 CAD / year
- Full-time
The Senior Manager, Clinic IT Services leads the Support function within Technology Services and is accountable for the quality, reliability, and continuous improvement of IT support for…
Added 1 hour ago
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(CAN) Cashier
Walmart
Penticton, BC
- Part-time
7. Refers appropriate service and transactional items to a Customer Service Manager as required.
Added 1 hour ago
1
Office Manager - Studio Dental Fairview Mall
123Dentist
Toronto, ON
- $60,000 to $70,000 CAD / year
- Full-time
The team at Studio Dental Fairview are looking for a passionate, hard-working Office Manager on a full-time basis. The ideal Office Manager for our team would be excited to develop and…
Added 1 hour ago
1
Office Manager - Ottawa, ON - 12727
123Dentist
Gloucester Glen, ON
- Full-time
The team located in Ottawa, ON are looking for a passionate, hard-working Office Manager on a full-time basis.
Added 1 hour ago
SC
Service Technician
Savaria Corporation
Toronto, ON
- $50,000 to $70,000 CAD / year
Respond promptly to customer inquiries and provide knowledgeable support.
Added 1 hour ago
IS
Warehouse manager
IDEAL SIGNS LTD.
Surrey, BC
- From $44.25 CAD / hour
- Full-time
- On-site
Consult with clients after sale to provide ongoing support

Pontosense

Manager, Customer Support

Toronto, ON, Canada

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

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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.

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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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