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Added 9 mins ago
L
Senior Software Engineer
LTM
ON · Ontario, Canada
- $100,000 to $110,000 USD / year
- Full-time
Experience with Generative AI solutions Agent Frameworks RAG architectures and Model Context Protocol MCP implementations will be a significant advantage
Added 9 mins ago
B
Data Engineer
Buyerlink
Victoria, BC
- Full-time
…pipeline development, AI-powered code generation, and autonomous agent…
Added 25 mins ago
HO
BI Analytics Engineer
Hydro One
Toronto, ON
- $80 to $90 CAD / hour
- Contract
Added 25 mins ago
SM
Storeperson
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Assist the Purchasing Agent with the preparation of purchase orders.
Added 25 mins ago
E
Business System Analyst
eTeam
Laval, QC
- $38 to $42 CAD / hour
- Contract
Added 25 mins ago
BO
IT & Systems Manager (AI-First)
Bells of Steel
Calgary, AB
- Full-time
…servers every day, and you can teach a warehouse lead or a CS agent to use them…
Added 25 mins ago
Letter Carrier - Delivery Agent and Postal Clerk
Canada Post - Postes Canada
Flin Flon, MB
Business Function: Delivery Agent or Letter Carrier
Added 41 mins ago
CN
Agent, Customer Service
Canadian North
Inuvik, NT
- Part-time
The Customer Service Agent is responsible for ensuring the highest level of customer service for our passengers by processing passenger check ins, processing baggage, and assisting with…
Added 55 mins ago
HT
Financial Manager - PLM (Product Line Mgmt)
Husky Technologies
Bolton, ON
- Full-time
Act as a change agent, continuously challenging the status quo and driving improvements
Added 55 mins ago
QA
Data Engineer II - QuantumBlack, AI by McKinsey
QuantumBlack, AI by McKinsey
Toronto, ON
- Full-time
Hands-on experience with MLOps/LLMOps principles, including CI/CD for data workflows, automated agent evaluation (LangSmith, Opik, Langfuse), and infrastructure as code (Terraform)
Added 55 mins ago
T
AI/ML Engineer
TEEMA
Vancouver, BC
- Full-time
Architecture: Define feature pipelines, training data strategy, personalization logic, and structured output schemas for agent outputs.
Added 1 hour ago
LC
Category Director, HMR, Deli Gourmet & Salad Bar (Hard Discount)
Loblaw Companies Limited
Brampton, ON
- Full-time
An effective change agent who possesses the influencing skills needed to help the organization adopt new ways of thinking and to embrace more sophisticated business tools
Added 1 hour ago
RT
Generative AI Engineer (Python and Angular)
Rang Technologies Inc
Mississauga, ON
- Full-time
Experience with Generative AI solutions Agent Frameworks RAG architectures and Model Context Protocol MCP implementations will be a significant advantage.
Added 1 hour ago
C
IT System Architecture Specialist-EN
CAE
Montreal, QC
- Full-time
Be an agent of change and a promoter of the agile mentality.
Added 1 hour ago
ES
Senior AI Engineer
Epsilon Solutions Ltd.
Montreal, QC
- Full-time
…as point of contact. Over time, the team will help build an agent to automate training, Level 2 and QA…
Added 1 hour ago
VH
Full Stack Software Engineer
Verismo Health
Markham, ON
- Full-time
Experience setting up or tuning AI agent workflows for a team (repo instructions, custom skills,
Added 1 hour ago
MP
Property Consultant – Move to Dubai
McCone Properties
Quebec, QC
- Full-time
Our average agent earned US$112,000 last year, tax free - the US$2.9 million is our best, not our typical. Commission only means no salary, so bring around six months of savings to see you…
Added 1 hour ago
MP
Real Estate Agent – Relocate to Dubai
McCone Properties
Quebec, QC
- Full-time
The average agent here earned US$112,000 last year, tax free; US$2.9 million is our best year, not the usual one. There is no salary, so arrive with around six months of savings while you…
Added 1 hour ago
M
Copy of Senior Genesys Cloud PS Consultant (Genesys AI experience)
Miratech
Mississauga, ON · Toronto
- Full-time
Designing AI-powered contact center solutions covering knowledge management, knowledge surfacing, agent assistance, interaction summarization, and virtual agents.
Added 1 hour ago
M
Copy of Copy of Senior Genesys Cloud PS Consultant (Genesys AI experience)
Miratech
Vaughan, ON · Toronto
- Full-time
Designing AI-powered contact center solutions covering knowledge management, knowledge surfacing, agent assistance, interaction summarization, and virtual agents.
Added 1 hour ago
M
Copy of Copy of Copy of Senior Genesys Cloud PS Consultant (Genesys AI experience)
Miratech
Brampton, ON · Toronto
- Full-time
Designing AI-powered contact center solutions covering knowledge management, knowledge surfacing, agent assistance, interaction summarization, and virtual agents.
Added 1 hour ago
RI
Technical Lead - Contact Center/Amazon Connect
Raas Infotek
Toronto, ON
- Contract
Design and review IVR, call routing, skills-based routing, queues, agent workflows, self-service, call recording, and digital channel solutions.
Added 1 hour ago
M
Senior Data Architect
Miratech
Mississauga, ON
- Full-time
Design the Gold-layer Kimball star schema (facts, dimensions, grain, SCD Type I/II) to support sales, telephony, agent activity, and quality reporting.
Added 1 hour ago
KR
Technical Lead
KTek Resourcing
Toronto, ON
- Contract
Design and review IVR, call routing, skills-based routing, queues, agent workflows, self-service, call recording, and digital channel solutions.
Added 1 hour ago
KR
Amazon Connect IVR Developer
KTek Resourcing
Toronto, ON
- Contract
Design and review IVR, call routing, skills-based routing, queues, agent workflows, self-service, call recording, and digital channel solutions.

Minga

Support Team Lead

Kelowna, BC, V1Y 0C2, Canada

Full-time

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Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Nov 4, 2026

Original job description

About Minga

Minga means community. It’s the belief that we achieve more together than we ever could alone. At Minga, joining our team isn't just about a new role, it's about joining a collective that is deeply invested in your growth, your impact, and your connection to the people around you.

We’re building the Student Behavior Platform schools can’t live without, and we’re having fun doing it.

We are a tight-knit group of curious, low-ego humans who genuinely enjoy the "we" over the "me."

Supportive Growth: You aren’t on an island. You’ll have the autonomy to do your best work and a community that has your back every step of the way.
Shared Ownership: Whether at our Kelowna HQ or remote, you’re a vital part of a team that cares as much about the people as the product.
Real Impact: Everything we do supports the educators and students we serve, creating a ripple effect of connection in schools everywhere.

Ready to be part of the community? Come help us make school life better for everyone. 💙

The Role

We’re not just hiring for a position, we’re adding a teammate

The Support Team Lead runs Minga's customer support day to day, so that every customer gets timely, accurate and empathetic help across all channels. You lead and coach our Customer Support Representatives, own the queue, and are the first escalation point for the team.

This is a player-coach role. You still work tickets, especially complex and escalated ones, and you lead by example on quality. You have clear authority to make day-to-day calls on scheduling, queue priorities and escalations. That matters most in the August–September back-to-school peak, when your manager is also supporting new customer launches..

What You’ll Do 🚀

Team Leadership & Coaching

Lead, coach and support a team of Customer Support Representatives through regular 1:1s, ticket reviews and real-time coaching
Set daily and weekly expectations against SLA, CSAT, resolution and quality targets
Onboard and ramp new support team members
Build a culture of continuous learning, ownership and great service

Daily Operations

Own the support queue: triage, prioritization, routing and SLA adherence
Build and manage the support schedule, including coverage plans for peak periods and time off
Act as the first escalation point; resolve complex tickets and know when to bring in Implementation, Account Management, Product or Engineering
Own bug reporting: make sure issues reach Engineering with clear reproduction steps, and keep customers updated
Work tickets yourself, especially complex, sensitive or escalated issues

Quality & Improvement

Run the QA process for agents and the AI support tool, and turn findings into coaching
Track and report support metrics to the Sr. Manager, Support & Implementation
Spot trends and recurring issues in support data, and propose fixes to process, help content or product
Keep support playbooks, macros and internal documentation current

Partnership

Manage Intercom configuration, AI responses and help center content
Coordinate with Digital Customer Success & Education and Implementation on knowledge base requirements and updates
Help cross-train team members on common

What We Require ✅

3+ years in customer support in a SaaS environment
Experience as a team lead, senior agent, mentor or acting supervisor
Strong command of support operations: queues, SLAs, scheduling and escalation handling
Hands-on experience with Intercom or a similar support platform; experience with AI support is an asset
Comfortable with support metrics and using data to make day-to-day decisions
Excellent written and verbal communication
K-12 EdTech experience is an asset

Who You Are 🌟

Calm and steady in a busy queue, and the person the team looks to during peak times
A coach first: you help people solve problems rather than solving them for them
Hands-on: you're happy to jump into the queue and lead by example
Organized and decisive: you make the call on priorities and coverage and keep things moving
Customer-obsessed: you care that every educator leaves the conversation with their problem solved

Compensation Philosophy & Transparency 💰

At Minga, we believe compensation should reflect impact, fairness, and market alignment, supporting our mission to empower educators and students while building a high-performing, people-first culture. Our standard is to pay at or near the midpoint of the range unless there is a clear business rationale to vary. This approach allows for growth and provides room to learn and develop within the role. We also conduct annual compensation reviews in November, which take into account both market benchmarks and individual performance.

Check out our Benefits & Perk Page for a full review of the overall compensation package.

AI at Minga 🤖

At Minga, we believe AI should make your work faster, smarter, and less repetitive - not more complicated. AI is meant to augment how we work, not replace human thinking or judgment

Leverage AI, but stay you. We expect you to use the tools available to you, but remember that Minga is built on real people. Your resume and "Why Minga" answer will be read by a real life human, so give us a glimpse of the person behind the profile.
During your interview we value your unique voice over a perfect prompt. It's okay to not answer perfectly.

What You Can Expect From Us 💙

At Minga, you’re more than just an application, you’re a real person with a story we want to hear.

We believe in clear communication, mutual respect, and ensuring every candidate walks away feeling valued, whether we end up working together or not.

Ready to Apply? 👋

If this role feels like a fit or even a maybe, hit apply.

We’re genuinely excited to learn more about you. Let’s build something meaningful together.

Apply About employer

More about this job

Responsibilities

The Support Team Lead manages daily customer support operations, including queue prioritization, SLA adherence, and escalation handling. They also lead, coach, and mentor the support team to ensure high-quality service and continuous professional growth.

Requirements

Candidates must have at least 3 years of customer support experience in a SaaS environment and prior experience in a leadership or supervisory role. Proficiency with support platforms like Intercom and strong analytical skills for managing support metrics are required.

Skills

Customer support
Team leadership
SaaS
Intercom
SLA management
Queue management
Coaching
Escalation handling
Data analysis
Communication
Bug reporting
Performance metrics
Onboarding
Quality assurance
Technical documentation

Visa sponsorship

Not detected in the job text

Keywords

SaaS
Customer Support
Team Lead
Intercom
SLA
CSAT
Queue Management
Escalation Management
Coaching
Performance Metrics
Bug Reporting
Quality Assurance
EdTech
K-12
Help Center
Documentation
Onboarding
Data-driven decision making
Customer Success
Implementation
AI support tools
Playbooks
Macros
Cross-training
Hybrid work

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