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Added 5 mins ago
LM
DIRECTOR OF INFORMATION TECHNOLOGY
Lacroix Médecine Privée
Quebec, QC
- Full-time
Maintain high standards in cybersecurity, information protection, redundancy, and business continuity in an environment where system availability and the protection of medical data are…
Added 5 mins ago
F
Health & Safety Manager
FlatironDragados
Montreal, QC
- Full-time
…creating a safe and healthy workplace? As the Health and Safety Manager , you will oversee occupational health and safety programs, analyze trends and ensure compliance with regulations to…
Added 5 mins ago
XI
Field Sales & Marketing Representative - $5000 Signing Bonus
Xplore Inc.
Canada
- Full-time
…in this exciting new area of business. Working in a hybrid work environment and reporting into a Team Manager, Field Sales & Marketing, your primary responsibility is to generate sales and…
Added 5 mins ago
PL
Laboratory Sample Custodian
Paracel Laboratories Ltd.
Mississauga, ON
- Full-time
Ability to work effectively and independently in a fast-paced environment.
Added 5 mins ago
F
Health & Safety Manager
FlatironDragados
Baie-D'Urfé, QC
- Full-time
…creating a safe and healthy workplace? As the Health and Safety Manager , you will oversee occupational health and safety programs, analyze trends and ensure compliance with regulations to…
Added 5 mins ago
T
Personal Banking Associate - Sainte-Marthe-sur-le-Lac (Full-time, 37.5h/week)
TD
Sainte-Marthe-sur-le-Lac, QC
- Full-time
Help build a positive and equitable work environment by promoting team effectiveness, participating in personal performance development and sharing industry knowledge to achieve common…
Added 5 mins ago
PA
Automotive Service Technician (Huntsville Honda)
Performance Auto Group
Huntsville, ON
- Full-time
Supervise work of all apprentice technicians or students; report immediately any deficiencies to the Service Manager.
Added 5 mins ago
GZ
Project Manager, Construction
Gestion Zagora
AB · Edmonton, AB
- Full-time
A collaborative and supportive work environment where your contributions are valued.
Added 5 mins ago
B&
Contract Administrator
Black & McDonald Limited
Toronto, ON
- Full-time
The Administrative Assistant is located in Toronto and typically reports directly to the Facility Manager. Duties and responsibilities include but are not limited to:
Added 5 mins ago
Manager, Core Audit - Assurance - Saskatoon
EY
Saskatoon, SK
The ability to work independently in a fast-paced, dynamic team-oriented environment
Added 5 mins ago
WM
Manager II, District - Collection
Waste Management, Inc. (WM)
Brampton, ON
- Full-time
Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with…
Added 5 mins ago
E
Dietary Aide (Part Time) - Elmwood Place
Extendicare
Elmwood Place
- Part-time
Reporting to the Director of Culinary Services/the Dietary Manager, the Dietary Aide provides support to the set up, preparation, serving and clean up associated with all meal services in…
Added 5 mins ago
B
Customer Service Representative
BMO
Deer Lake, NL
- Part-time
Organizes work information to ensure accuracy and completeness.
Added 5 mins ago
B
VP Sales Lead, Vice President and Sales Lead, Mid Market Diversified Industries, Commercial Banking
BMO
Toronto, ON · FCP
- Full-time
10+ years of progressive experience in Commercial Banking, Corporate Banking, Relationship Management, or a related financial services environment.
Added 5 mins ago
YH
Program Assistant, Day Program-Scarborough McNicoll
Yee Hong Centre For Geriatric Care
Toronto, ON · Scarborough Finch
- Full-time
Safe, inclusive and supportive work environment
Added 20 mins ago
EG
Senior Architect/Project Manager (Major Aviation Infrastructure)
Egis Group
Toronto, ON
- Full-time
At the heart of our work is a clear and purposeful design approach: we listen first, think sustainably, create a clear vision and deliver a crafted response. Our approach is guided by core…
Added 20 mins ago
EG
Senior Architect (Major Aviation Infrastructure)
Egis Group
Toronto, ON
- Full-time
…Construction (IFC). Working under the direction of a Project Manager and Technical Lead, the Senior Architect will be responsible for coordinating architectural deliverables, leading…
Added 20 mins ago
GD
Business Development Manager, Tactical Comms
General Dynamics Missions System International
Ottawa, ON
- Full-time
Flexible Work Environment: We have On-site and Hybrid positions, this is often dependent on the nature of your role. We offer a variety of options for your work schedule which includes…
Added 35 mins ago
TS
TDS Operations Analyst I, Client Enablement
TD Securities
Toronto, ON
- Full-time
Are you a professional who has a passion for data and can work collaboratively in a dynamic and evolving work environment? Do you want to build the foundation to a successful career while…
Added 35 mins ago
TS
TDS Operations Analyst II, Client Enablement
TD Securities
Toronto, ON
- Full-time
Are you a professional who has a passion for data and can work collaboratively in a dynamic and evolving work environment? Do you want to build the foundation to a successful career while…
Added 35 mins ago
CO
Senior Water Resources Engineer
City of Pickering
Canada
- Full-time
…including natural watercourses. Reviews and manages, or assists the Manager in the review and management of the project and/or study from Environmental Assessment phases to tender documents…
Added 35 mins ago
L
Assistant Manager, Guest Experience | Place Ste-Foy
lululemon
Quebec, QC
- Full-time
Added 35 mins ago
AP
Operations Analyst - Entry to Mid Level
Abodex Process Systems Private Limited
Canada
- Full-time
Ability to work independently and collaboratively in a fast-paced environment.
Added 35 mins ago
PG
Sales Agronomist
Paterson Grain
Assiniboia, SK
- Full-time
…Reporting to and working alongside the Crop Inputs Location Manager, you will be primarily responsible for ensuring our customers receive high quality customized agronomic service within an…
Added 35 mins ago
WH
Financial Services Manager
WESTGATE HONDA
London, ON
- Full-time
As a Financial Services Manager, you will work closely with the Sales Team and customers to provide financing solutions, vehicle protection options, and a seamless delivery experience. You…

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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