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 roleYou 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
