Customer Support Specialist

Customer Support Specialist

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. Until that role is filled, you report to the Head of Customer Success.

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

• $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.