Customer Support Lead

Pontosense; Toronto; Hybrid; CAD 75,000 - 95,000; Full time

Benefits offered by this job

Hybrid in Toronto or Waterloo

Health, dental and vision benefits

Direct access to leadership team

Job summary

Pontosense is expanding its customer support team in Canada with a hybrid Toronto/Waterloo role. You will own difficult escalations, coach the BPO team, and craft the playbook to ensure first‑time right responses for Pontosense and Silvie.

You’ll work closely with product and engineering on recurring issues and report to the Manager, Customer Support. This role is pivotal for delivering compassionate and effective support to families.

Qualifications

• A few years in customer support and you are the go-to person for hard cases.
• Experience coaching or quality-checking other agents, in-house or with a BPO.
• Ability to write clearly and produce helpful support articles.

Responsibilities

• Own escalations that frontline cannot solve and ensure complete resolution.
• Review tickets and calls from the BPO team, provide feedback, raise the bar weekly.
• Create and maintain the playbook: macros, scripts and troubleshooting guides.
• Develop the Silvie support plan for launch readiness, from setup questions to returns.
• Translate customer insight into fixes in collaboration with product and engineering.

Skills

Customer support

Coaching

Quality review

Clear writing

Job description

Toronto or Waterloo, hybrid | Full-time | Reports to the Manager, Customer Support

You set the standard for how families and care partners are looked after when they need us most.

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, and our support team is growing with a new BPO team behind it. Every customer who calls is worried about someone they love. We need someone who makes sure every one of them gets the same great answer, whoever picks up.

The role

You are the most experienced hands‑on person on our support team, covering both Pontosense and Silvie. You take the escalations that need judgement, you coach the BPO team on how we do things, and you write the playbook they follow. You work closely with product and engineering on recurring issues. You report to the Manager, Customer Support.

What you'll own

• Escalations: the cases the front line can't solve, resolved and followed through to the end
• Quality: reviewing tickets and calls from the BPO team, giving feedback, and raising the bar every week
• The playbook: macros, scripts and troubleshooting guides that let any agent give the right answer first time
• Launch readiness: the Silvie support plan for January, from setup questions to returns
• Customer insight: patterns in tickets turned into fixes, with product and engineering

What year one looks like

• Customers rate support highly and say so, across both products
• Escalations are resolved faster and fewer cases need a second contact
• The BPO team works from a playbook you wrote, and their quality scores show it
• The Silvie launch was supported without a backlog
• Several recurring issues 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 have a few years in customer support and you are the person others come to with the hard cases
• You have trained, coached or quality-checked other agents, in-house or with a BPO
• You write clearly, and your help articles actually get used
• You stay calm and kind when the customer is worried

This isn't for you if

• You want a playbook. You'll help write ours
• You want to manage people and stop taking tickets

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: $75,000 to $95,000 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.