pontosense

Senior Customer Support Manager

Toronto, Ontario · Senior

Sponsorship not specifiedDetected 4 hours ago

AccessibilityCustomer SupportZendeskIntercomSensorsLeadershipCommunication

About the role

Pontosense is a privacy-first technology company building radar-based monitoring products that help older adults live safely and independently at home. Our technology detects falls, monitors vital signs, and provides peace of mind to families and care providers — without cameras or wearables. We operate two product lines: Silver Shield, our B2B solution
deployed through care facilities and health networks, and Silvie, our direct-to-consumer product bringing the same technology to families at home. We are a company in active growth — expanding our team, scaling our products, and deepening our impact in a category that matters.

Design a customer support experience that's efficient, empathetic, and built to scale as the business grows.
Build the operational foundation for support: workflows, knowledge management, service standards, escalation paths, and documentation.
Recruit, onboard, coach, and develop a high-performing support team as demand increases.
Own key support metrics - customer satisfaction, response times, resolution times, and overall service quality.
Partner with Product, Engineering, Sales, and Operations to surface customer insights, improve the product experience, and remove friction from the customer journey.
Select, implement, and optimize the tools, systems, and automations that let the support team operate efficiently.
Build reporting and dashboards that give leadership visibility into customer trends, team performance, and where to improve next.
We're hiring a Senior Customer Support Manager to build, own, and scale our customer support function - strategy, process, team, and the end-to-end customer experience across both our B2B and D2C channels.
You'll report directly to senior leadership and work closely with Product, Sales, and Operations to make sure the voice of the customer shapes how we build and grow.
This role is built for someone who has stood up a support function before and wants to do it again, with real ownership over something that matters.

Hands-on experience with Zendesk, Intercom, or a comparable support platform.
If you have any feedback or suggestions on how we can improve accessibility in our workplace, please don't hesitate to contact us.
5+ years of customer support experience, including at least 2 years in a management or team lead role.
Experience supporting both B2C and B2B customers, ideally at a hardware or SaaS company.
A track record of building support processes and teams in an early-stage or scaling environment.
A strong data orientation - you track what matters and use it to make decisions.
A clear, calm communicator with high ownership and low ego.
Comfortable with ambiguity and able to move without a playbook.
Why Join Pontosense
Make a meaningful impact. Every interaction helps families, caregivers, and healthcare providers feel more confident using technology designed to keep older adults safe and independent.
Grow with the business. Join a fast-growing company where you'll have the opportunity to expand your team, take on new challenges, and evolve alongside the organization.
Be part of a collaborative, mission-driven team that values ownership, curiosity, and continuous improvement.

Enjoy competitive compensation, comprehensive health and wellness coverage, and a flexible hybrid work environment.

Silver Shield, our B2B solution deployed through care facilities and health networks, and Silvie, our direct-to-consumer product bringing the same technology to families at home.
Every interaction helps families, caregivers, and healthcare providers feel more confident using technology designed to keep older adults safe and independent.
Join a fast-growing company where you'll have the opportunity to expand your team, take on new challenges, and evolve alongside the organization.

Pontosense is a privacy-first technology company building radar-based monitoring products that help older adults live safely and independently at home.
Our technology detects falls, monitors vital signs, and provides peace of mind to families and care providers - without cameras or wearables.
We are a company in active growth - expanding our team, scaling our products, and deepening our impact in a category that matters.
At Pontosense, we are committed to creating a workplace that is inclusive and accessible to all.
We strive to provide accessible communication and technology for our employees and customers and always look for ways to improve.

equal opportunity to succeed.
If you have a disability or special need that requires accommodation during the hiring process, please let us know.

This listing is sourced directly from pontosense's careers page and normalized into a canonical job model.