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Added 6 mins ago
E
Braze Lead Developer
EXL
ON · Ontario, Canada
- Full-time
We are seeking a hands-on Braze Lead Developer to build, integrate, and scale Braze solutions for enterprise clients. You will lead a team of developers while remaining deeply hands-on:…
Added 6 mins ago
TC
District Manager (East Region)
Toronto Community Housing
Toronto, ON · Scarborough, ON
- Full-time
Manage a team of approx. 80 union and 2 non-union staff to meet and uphold the maintenance standards of our units and buildings.
Added 6 mins ago
OT
Architectural Quality Inspector
Ontario Transit Group - Ontario Line - Southern Civil, Stations & Tunnel
Toronto, ON
- Full-time
Lead and support the development, review, implementation, and continuous improvement of Architectural Inspection and Test Plans (ITPs).
Added 6 mins ago
SF
Associate Director, Indigenous Health Stewardship
Simon Fraser University
Surrey, BC
- Full-time
At the SFU Medical School, we envision a medical education system where students and residents learn as part of a team in primary care and other community-level settings, in…
Added 6 mins ago
IP
Manager - Coating Technologies & Development
IMPACT Pump Solutions
Calgary, AB
- Full-time
Lead, coach, and develop employees within the coating, cladding, HVOF, laser, and associated manufacturing areas.
Added 6 mins ago
Senior Product Specialist - Personal Lines
Wawanesa Insurance
Calgary, AB · AB · Vancouver, BC · Winnipeg, MB · Moncton, NB · Dartmouth, NS · Kitchener, ON · Ottawa, ON · Toronto, ON · ON · Montreal, QC · Edmonton, AB (Hybrid), AB · North York - Toronto, ON (Hybr, ON · Hybrid - Canada, ON
Lead the analysis and implementation of product and rate reviews to ensure that our products are competitive.
Added 6 mins ago
Senior Application Developer (Computer Services Officer 4)
The Government of Nova Scotia
Halifax, NS
As a Senior Application Developer within the Citizen and Business Services team, you will lead the design, development, modernization, and support of enterprise-grade applications and…
Added 22 mins ago
Coordonnateur·rice de localisation (chinois simplifié)/Localization Coordinator, Simplified Chinese
2K
Montreal, QC
Added 22 mins ago
PH
RN Select Medicine and Cystic Fibrosis Clinics
Providence Healthcare
Vancouver, BC
- Temporary
…clinical program and specialty area. This tailored, values-driven implementation aligns with our commitment to compassionate, innovative, and patient-centred care and positions PHC to meet…
Added 22 mins ago
T
Manager, Operational Foundations
Thumbtack
Remote, Canada
- Full-time
- Remote
The Commercial Strategy team sits within the Business Development & Commercial Programs org and is responsible for helping take ideas from 0 to 1 by leading strategic initiatives and bets,…
Added 22 mins ago
CH
Facilities Supervisor
CBRE HV
Fort McMurray, AB
- Full-time
Lead by example and model behaviors that are consistent with CBRE RISE values. Guide team through the application of basic knowledge of practices and procedures. Work to build consensus.
Added 22 mins ago
AC
Senior Presales Solutions Architect, AWS
Adastra Corporation
Markham, ON
- Full-time
Adastra Canada is looking for a senior technologist to be the firm's AWS champion inside the Presales team. This is a customer-facing role for someone who has spent years building on AWS,…
Added 22 mins ago
WO
Registered Nurse - Medicine Cardiology
William Osler Health System
Brampton, ON
- Contract
…opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of world-class health care inspired by our people and…
Added 36 mins ago
IW
Senior Compliance Specialist, Compliance
IG Wealth Management
MB · Manitoba, Canada
- Full-time
Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three…
Added 36 mins ago
J
Digital Task and Project Support Lead
Jacobs
Toronto, ON
- $85,000 to $100,000 USD / year
- Full-time
Jacobs is seeking a Digital Task and Project Support Lead to support our internal and client‑facing digital delivery teams with the implementation of digital services across sectors, with a…
Added 36 mins ago
WO
Registered Nurse - Medicine Cardiology
William Osler Health System
Brampton, ON
- Contract
…opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of world-class health care inspired by our people and…
Added 36 mins ago
FC
Senior Supply Chain Specialist
Federated Co-operatives Limited
Saskatoon, SK
- Full-time
Lead and develop the procurement team through performance management, training, and continuous process improvement, while monitoring supplier performance, resolving supply issues, and…
Added 36 mins ago
R
Manager, Pricing & Competitive Intelligence
RFNOW
Virden, MB
- Full-time
Lead end-to-end implementation of approved pricing changes with Billing, Sales and Care - with clear, sellable offer documentation so every channel can sell it on day one
Added 36 mins ago
IW
Senior Compliance Specialist, Compliance
IG Wealth Management
Quebec, QC
- Full-time
Join our team to engage in continuous learning and skill development in a supportive environment. Experience the best of both worlds with our hybrid work environment, where you spend three…
Added 36 mins ago
SC
Head Sales Retail (d/f/m)
Sandoz Canada
Field, BC
- Full-time
Head of Sales Retail is a senior member of the BU Retail leadership team with significant responsibility to advance and deliver the overall culture and performance of the BU. The successful…
Added 36 mins ago
WO
Registered Nurse - Medicine Cardiology
William Osler Health System
Brampton, ON
- Contract
…opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of world-class health care inspired by our people and…
Added 36 mins ago
J
Digital Task and Project Support Lead
Jacobs
Calgary, AB
- $85,000 to $100,000 USD / year
- Full-time
Jacobs is seeking a Digital Task and Project Support Lead to support our internal and client‑facing digital delivery teams with the implementation of digital services across sectors, with a…
Added 36 mins ago
GR
Marketing Specialist
Goldbeck Recruiting
Surrey, BC
- Full-time
Our client is seeking a Marketing Coordinator to support its growing sales and marketing team. This role is responsible for coordinating national marketing initiatives, maintaining brand…
Added 36 mins ago
C
Capital Management Technology Engineering Lead - SVP
Citi
Mississauga, ON
- Full-time
We are seeking Engineering lead to join Banking Technology team for Opus Capital Management strategic transformation. Ideal candidate would have experience designing and delivering front to…
Added 36 mins ago
C
Senior Manager, Product Development and Delivery
CIBC
Toronto, ON
- Full-time
As a member of CIBC’s team, the Senior Manager, Product Development and Delivery is a seasoned technology delivery leader responsible for overseeing complex projects and a portfolio of…

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.

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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