Manager, Customer Support

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 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.