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Added 17 mins ago
TB
Digital & eCommerce Specialist
The Beer Store
Bolton, ON
- Full-time
We are currently searching for a Digital & eCommerce Specialist, reporting to the Project Manager, Digital &eCommerce. This vacancy is a full-time, permanent opportunity. The Digital &…
Added 17 mins ago
X
Digital Sales Engineer / Market Development Manager-Automation-Flygt
Xylem
Montreal, QC
- Full-time
We're Hiring a Digital Sales Engineer / Market Development Manager!
Added 32 mins ago
OG
Social Media Manager
Onni Group of Companies
Vancouver, BC
- Full-time
ONNI Group is hiring a Social Media Manager in Vancouver. This position leads the overarching organic social media strategy and day-to-day channel management for Onni’s corporate brand,…
Added 47 mins ago
MN
Senior Account Manager
Mosaic North America
Toronto, ON
- Full-time
We're looking for a Senior Account Manager to join our B2B Experiential Marketing team, serving as a strategic client leader and trusted partner while driving the planning and execution of…
Added 47 mins ago
ES
Maintenance Generalist - Toronto
Equans Services Canada & US
Toronto, ON
- Temporary
…optimize their use in the context of their energy, industrial and digital transitions. Equans is a Bouygues group…
Added 47 mins ago
MN
Senior Account Manager
Mosaic North America
Vancouver, BC
- Full-time
We're looking for a Senior Account Manager to join our B2B Experiential Marketing team, serving as a strategic client leader and trusted partner while driving the planning and execution of…
Added 47 mins ago
R
Client Advisor Intern
RBC
Montreal, QC
- Part-time
…relationships. If you have the self-motivation to deliver exceptional customer service and thrive in a target based performance environment, you can build a great career with us as a future…
Added 47 mins ago
O|
Demand Generation Manager
OpTalent | Canada | Recruitment
Guelph, ON
- Full-time
Identify content and keyword opportunities that support customer acquisition and strengthen digital visibility.
Added 1 hour ago
RB
Senior Manager, Social Content & Communities
Royal Bank of Canada
Toronto, ON
- Full-time
…recognized brands. We're looking for an experienced Senior Manager, Social Content & Communities to lead how RBC Direct Investing shows up across social: turning complex investing concepts…
Added 1 hour ago
RB
Branch Manager - Alpine Park
Royal Bank of Canada
Calgary, AB
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 1 hour ago
RB
Relationship Manager, Commercial Financial Services
Royal Bank of Canada
Ottawa, ON
- Full-time
…expertise, and knack for client service, sets the stage for…
Added 1 hour ago
RB
Branch Manager - Belmont
Royal Bank of Canada
Calgary, AB
- Full-time
As a Branch Manager, you are a local market leader, motivating and coaching your team to create a memorable experience for clients. Inside and outside the branch, you capitalize on emerging…
Added 1 hour ago
S
Customer Success Manager
Solink
Remote, Canada
- $96,769 to $120,000 CAD / year
- Full-time
- Remote
As a Customer Success Manager (Low Touch), you will keep a book of established customers engaged and growing. Monthly check-ins give every account regular contact, and digital and…
Added 1 hour ago
SQ
Conseiller/Conseillère stagiaire, Programme de perfectionnement du conseiller -Possibilités d'emploi -futures/Advisor Trainee- Advisor Development Program -Future Opportunities
Sunlife Québec
Pointe-Claire, QC
- Full-time
…experience, receive personalized coaching and access cutting-edge digital tools – while embarking on an exciting learning journey with meaningful opportunities for growth and development.…
Added 1 hour ago
SQ
Conseiller/Conseillère stagiaire, Programme de perfectionnement du conseiller -Possibilités d'emploi -futures/Advisor Trainee- Advisor Development Program -Future Opportunities
Sunlife Québec
Montreal, QC
- Full-time
…experience, receive personalized coaching and access cutting-edge digital tools – while embarking on an exciting learning journey with meaningful opportunities for growth and development.…
Added 1 hour ago
R
Client Advisor Intern- EN
RBC
Montreal, QC
- Part-time
…relationships. If you have the self-motivation to deliver exceptional customer service and thrive in a target based performance environment, you can build a great career with us as a future…
Added 1 hour ago
MF
Technical Support Engineer
Magnet Forensics
Calgary, AB · Vancouver, BC
- Full-time
Magnet Forensics is a global leader in the development of digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, tablets, and IoT-related…
Added 1 hour ago
Senior Director, Technology Risk Assessments
Scotiabank
Toronto, ON
Added 1 hour ago
OM
Operations Project Manager
OnDeck Marketing
Calgary, AB
- Full-time
OnDeck Marketing is a fast-growing digital out-of-home media company operating inside community colleges and high schools across North America. We connect higher ed institutions with their…
Added 2 hours ago
R
Senior Manager, Social Content & Communities
RBC
Toronto, ON
- Full-time
…recognized brands. We're looking for an experienced Senior Manager, Social Content & Communities to lead how RBC Direct Investing shows up across social: turning complex investing concepts…
Added 2 hours ago
R
Relationship Manager, Commercial Financial Services
RBC
Ottawa, ON
- Full-time
…expertise, and knack for client service, sets the stage for…
Added 2 hours ago
B
Customer Success Manager - Canada
Buildots
Toronto, ON
- Full-time
…beyond everything they have seen before. We are looking for a Customer Success Manager to take part in the implementation of these capabilities on construction projects to ensure successful…
Added 2 hours ago
Partner Marketing and Events Lead
Dayforce
Calgary, AB · Kitchener, ON · Ottawa, ON · QC
…and AI-enabled campaign scale. The Senior Partner Marketing Manager will work closely with Strategic Partners, Alliances, Demand Center, Field Marketing, Revenue Development, Sales, Product…
Added 2 hours ago
BH
Marketing Communications Coordinator
Battlefords Humane Society
North Battleford, SK
- Full-time
Working alongside our Shelter Operations Manager, and reporting to the Battleford’s Humane Society Board, you will provide exceptional customer service all while keeping animal safety &…
Added 2 hours ago
C
Maintenance Manager
Chartwell
Thunder Bay, ON
- Full-time
Are you passionate about maintaining safe, welcoming environments for seniors? Chartwell is seeking a Maintenance Manager who will be responsible for the overall maintenance and upkeep of…

Minga

Support Team Lead

Kelowna, BC, V1Y 0C2, Canada

Full-time

Apply About employer

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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