Pontosense

Product Manager

• Own the product used by care organizations and partners to monitor residents and clients
• Own the software experience, partner integrations, and product roadmap
• Decide what to build, in what order, and why, based on customer feedback and data
• Drive releases from idea through shipment in collaboration with engineering
• Coordinate integrations and partner needs across deployments
• Represent the partner voice internally across sales, support, and engineering
• Work directly with the COO and CTO
• Collaborate with the consumer-side Product Lead so both products learn from each other
• Lead product growth as the company doubles, potentially expanding to Product leadership for the care business

Product Lead

Solutions Engineer

• Work alongside the Solutions Lead on key accounts and the largest deals
• Get agencies onto the company's technology
• Run integrations with agency and customer systems
• Stay close to customers throughout the life of each account
• Provide technical onboarding, training and deployment support until partners are live
• Coordinate day-to-day technical needs for the largest customers
• Support deals that grow key accounts
• Create guides, checklists and answers to accelerate future rollouts
• Relay detailed customer needs and field feedback to product and engineering
• Help ensure accounts are live, integrated and stable
• Improve and document the process for taking new agencies from signed to live

Junior Solutions Engineer

Customer Success Manager

• Own the customer journey for home care agencies from signed deal through onboarding and the first months of use
• Set up, train and bring new agencies live on time, including placing initial sensors in homes
• Set up accounts correctly, issue invoices on time and resolve billing questions
• Coordinate orders, deliveries and returns with Supply Chain
• Support early adoption through check-ins and rapid answers
• Relay customer feedback to Product, Support and Sales
• Document and improve the onboarding process
• Reduce billing discrepancies and accelerate resolution
• Identify and help fix agency challenges during the first month
• Report to the Head of Customer Success

Supply Chain

• Own how hardware is made, stocked and delivered
• Manage forecasts, purchase orders, lead times, safety stock and shortage rules
• Design replenishment logic across every inventory node
• Build SOPs, dashboards and scorecards
• Manage delivery for individual family orders and large partner orders
• Optimize parcel economics for consumer shipping
• Manage returns intake, diagnosis, repair, refurbishment and redeployment
• Operate the supply network across factories in five countries, a Canadian warehouse and a US 3PL
• Work directly with the Chief Commercial Officer, engineering and manufacturing partners
• Build and operate the supply-chain system

Supply Chain Manager

Brand Manager

• Own Silvie’s brand positioning, voice, identity and creative standard
• Lead the commercial launch and campaign around the January TV moment
• Select creators, partners and cultural moments
• Build and manage the affiliate programme and partner rewards
• Develop a deep understanding of the adult child who buys Silvie for a parent
• Shape distribution and go-to-market alongside the CEO
• Provide strategic insight and ideas that bring Silvie to market
• Sit at the leadership table and make final creative decisions

Founding Head of Brand Marketing

Growth Marketing

• Own growth for Silvie, Pontosense's consumer product
• Manage SEO and AEO so Silvie ranks and is cited for relevant buyer questions
• Own website messaging, user understanding, and purchase conversion
• Manage the funnel from first visit to first sensor in a home
• Lead publications and PR placements and stories
• Design, run, measure, and scale growth experiments
• Track traffic, conversion, cost per customer, and improvement actions
• Report to the CEO and collaborate with the Head of Brand Marketing
• Build the growth engine ahead of the January 2027 commercial launch
• Deliver year-one outcomes including search rankings, launch conversion, declining customer acquisition cost, media coverage, and a visible testing rhythm

Growth Marketer

Customer Support

• Support families and care partners using Pontosense and Silvie products
• Own customer tickets from start to finish across calls, emails and chats
• Resolve customer issues quickly and kindly
• Help customers set up products and troubleshoot problems
• Handle escalated cases from the BPO support team
• Create clear help-centre articles and guides
• Identify recurring patterns in tickets and share customer insights with product and engineering
• Improve ticket resolution speed and reduce repeat contacts
• Flag recurring issues and help drive permanent fixes
• Report to the Manager, Customer Support; temporarily report to the Head of Customer Success until that role is filled

Customer Support Specialist

• Own customer support for Pontosense and Silvie
• Lead the BPO support team
• Own every incoming ticket from first contact through resolution
• Improve response and resolution times
• Build playbooks, tooling and metrics to scale support
• Feed customer-support patterns to product and engineering
• Support families at home and care organizations
• Stabilize, train and develop the BPO team
• Identify the top customer issues for the product team
• Work directly with the Head of Customer Success, product and engineering