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Added just now
Property Manager
Colliers International
Mississauga, ON
As a Property Manager, you will manage your assigned commercial portfolio, overseeing operations, financial activities, and important relationships with our tenants, property owners, and…
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Full Stack Software Developer | Temporary Full Time (1.0 FTE) | CHEO Research Institute
CHEO
Canada
- Full-time
Support containerized deployments, CI/CD pipelines, monitoring, and production operations.
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Customer Service Representative
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Deer Lake, NL
- Part-time
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Manager-In-Training - London
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Branch Operations Administrator/Receptionist
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Victoria, BC · VIEW
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Liaises with internal and external partners to coordinate changes to premises (e.g. relocations, office planning) with minimal interruptions to business operations.
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Senior Analyst, Vendor Governance
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…vendor. The Senior Analyst will work with, and support the Manager, Vendor Management and Operations in day-to-day governance activities, and ensure effective operations and governance…
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Mississauga, ON
- $55,000 to $70,000 CAD / year
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Apparel Department Manager Full Time Day
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Powassan, ON
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Merchandising Manager, Nature's Treasure
Loblaw Companies Limited
Hamilton, ON
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The Merchandising Manager is a pivotal role which provides required support to the Senior Merchandising Manager, Nature’s Treasure, Director of Merchandising and Franchisees to develop and…
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Showroom Assistant (part-time)
Smitty’s Furniture
Barrie, ON
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…Showroom Assistant supports this vision by supporting the Showroom Manager and store team in ensuring that every customer who enters the store is given the best possible customer…
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Gestionnaire, stratégie et planification financière (FP&A) / Manager FP&A Strategy
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Operations Project Manager
WithBureau
Vancouver, BC
- Full-time
The Operations Project Manager owns delivery for Bureau's larger client accounts, from signed order through to a Perfect Install: every booth Fully Complete, on the promised date, with a…
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Sales Support Manager-Data Centre & Managed IT Services
SaskTel
SK · Saskatchewan, Canada
- Full-time
Help shape what’s next in technology at SaskTel. As Sales Support Manager, you’ll support both the Cloud/Data Centre and Managed IT Services (MITS) product portfolios, turning market…
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Data & AI Solution Architect
SaskTel
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At SaskTel, this position is referred to as Client Technology Manager-IS (Corp Data Management)
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AI Data Architect
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Responsable régional du recouvrement
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Technology Change Manager
Airswift
Calgary, AB
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Senior Manager, Lifecycle Marketing
Toast
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We are seeking a Senior Manager, Lifecycle Marketing to build, run and optimize the lifecycle programs that drive customer engagement, adoption, retention, expansion and cross-sell growth.…
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Manager Primary Health Care Northeast 3
HealthCareersInSask.ca
Shellbrook, SK
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Job Description: The Manager, Primary Health Care, is a key leader in Saskatchewan health care, partnering with system leaders to achieve our province’s healthcare goals. Reporting to the…
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Senior Analyst, Commercial QA (12 month contract)
EQ Bank | Canada's Challenger Bank
Toronto, ON
The Quality Assurance Analyst is responsible for performing reviews and assessments of activities performed by individuals within the Bank “1st line’ Operations.
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Program Manager, Carrier Operations & Governance
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Remote, Canada
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Join Twilio as a Program Manager, Carrier Operations & Governance - a tech-forward business analyst and program manager within a brand-new function built from the ground up to reshape how…
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Manager in Training (MIT)
Dick's Lumber
Surrey, BC
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Manager in Training (MIT): Your Path to Branch Leadership
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Senior Contracts Specialist
Trans Mountain
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10+ years of progressive experience in Operations, Sustaining Capital Projects, Corporate Services, and Indirects.
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Senior Manager, AI and Emerging Technology sourcing
Scotiabank
Toronto, ON
…Bank accelerates its digital and AI transformation. As Senior Manager, Technology Sourcing, you'll lead high-impact sourcing strategies across some of the Bank's most complex and…

Minga

Support Team Lead

Kelowna, BC, V1Y 0C2, Canada

Full-time

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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.

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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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