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 roleYou 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 likeResponse 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.
- Small team, big scope. You'll own more 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 is part of the work.
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 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 goesAs 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
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
