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Added 14 mins ago
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(PERMANENT PART TIME) RTMS TECHNICIAN - MACKENZIE HEALTH CLINIC
Ontario Shores Centre for Mental Health Sciences
Whitby, ON
- Part-time
Knowledge, ability and experience to perform rTMS examinations, to seriously mentally ill patients, in a tertiary care mental health centre, using digital rTMS equipment and rTMS is…
Added 14 mins ago
OS
(PERMANENT PART TIME) RTMS TECHNICIAN - WHITBY CLINIC
Ontario Shores Centre for Mental Health Sciences
Whitby, ON
- Part-time
Knowledge, ability and experience to perform rTMS examinations, to seriously mentally ill patients, in a tertiary care mental health centre, using digital rTMS equipment and rTMS is…
Added 14 mins ago
HR
Nurse Practitioner, Family Medical Teaching Unit
Humber River Health
Toronto, ON · Greater Toronto, ON
- Other
Hennick Humber Hospital is North America’s first fully digital hospital. Through robotics and advanced technology, patients benefit from less pain, fewer complications, and shorter hospital…
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Independence Manager
PwC
Toronto, ON
- Full-time
As an Independence Manager, unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. Your role will include, but isn’t limited to:
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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…
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Relationship Manager, Commercial Financial Services
RBC
Ottawa, ON
- Full-time
Experience with emerging communications and technology (i.e., web based meetings, social media, Digital Banking and Mobile Applications)
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Nurse Practitioner Clinical Lead, HCP Onboarding & Clinical Education
Felix
Remote, Canada
- $108,000 to $120,000 CAD / year
- Contract
- Remote
Founded in 2019, Felix is a digital healthcare company that puts the patient in control of their own health and wellbeing. We’re passionate about building technology and beautiful customer…
Added 14 mins ago
UH
Digital Technician (IT Service Desk Agent)
University Health Network
Toronto, ON
- Contract
UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.
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GD
AI Governance & Risk Manager
General Dynamics Missions System International
Ottawa, ON
- $120,000 to $160,000 CAD / year
- Full-time
Reporting to the Chief Digital & Information Officer (CDIO), the Manager, AI Governance & Risk will lead the establishment, execution, and continuous evolution of the enterprise AI…
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Customer Success Manager - Canada
Buildots
Toronto, ON
- Full-time
At least 4 years of experience as a construction professional, preferably site based (i.e. Project Manager, Superintendent, Project Engineer, Project controller)
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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 14 mins 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 29 mins ago
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Staff Software Developer / Développeur(se) logiciel principal(e)
Vention
Montreal, QC
- Full-time
…focus is how we integrate, scale and extend MuJoCo inside our digital-twin system, which runs on Kubernetes. You will use your expertise in network and distributed system architecture to…
Added 29 mins ago
Chargé(e) de Projets, Marque et Contenu - Brand Operations & Content Manager
Sid Lee
Montreal, QC
Environ 4 à 6 ans d’expérience en gestion de projets, production créative, marketing, contenu ou communications.
Added 29 mins ago
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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…
Added 29 mins ago
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Technical Account Manager: 1 Year Contract
RHEI
Toronto, ON
- $50,000 to $70,000 USD / year
- Contract
Relevant Platform Experience: Experience with Facebook Rights Manager, content fingerprinting, digital asset management, rights or royalty systems, TikTok rights tools or MediaMatch would…
Added 29 mins ago
CO
Temporary Technical Lead (Housing Accelerator Fund) Up to 18 Months
City of Saint John
Saint John, NB
- Temporary
Under the general supervision of the HAF Project Manager, you will be part of a high-caliber cross functional team leading the E-Permitting Initiative under the City of Saint John Housing…
Added 44 mins ago
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Senior Account Manager, Reputation
Edelman
Toronto, ON · Montreal, QC
- Full-time
We need a strategic, confident and detail-oriented senior manager who can help clients navigate complex business and reputational challenges, strengthen stakeholder trust and communicate…
Added 44 mins ago
CO
Associate Manager, Communications
Canadian Olympic Foundation
Toronto, ON
- Full-time
Experience developing content across multiple communications channels including digital platforms.
Added 59 mins ago
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VP, Change Management Lead
Morgan Stanley
Montreal, QC
- Full-time
…underway to future proof the workforce, modernize our employee experience, transform our existing processes and systems, and build the talent to win. The department is looking for an…
Added 59 mins ago
M(
Concession Cook-Quick Service Scotiabank Arena
MLSE (Maple Leaf Sports & Entertainment Partnership)
Toronto, ON · Scotiabank Arena
- Part-time
…qualifications described and have other relevant expertise and experience. We invite you to please share this with us in the "Message to the Hiring Manager" section of our online…
Added 59 mins ago
Assistant Manager
EssilorLuxottica Group
Langley (City), BC · Langley, BC
…committed to taking care of you, so you can bring the best quality experience to our patients and…
Added 59 mins ago
GP
Performance Marketing Manager
Generac Power Systems
Toronto, ON · Canada - Toronto
- Full-time
The Growth Marketing team is looking for a Performance Marketing Manager to own demand capture, converting demand into efficient, profitable revenue across our digital storefronts. This…
Added 59 mins ago
Manager, Digital Experience (.COM)
Scotiabank
Toronto, ON
…the business through understanding customer journeys across digital channels, providing an optimal experience for our customers and prospects and seamless paths to…
Added 59 mins ago
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Technical Manager, Quality Process Management - APQR - ** 12 Month Contract Position**
Roche
Mississauga, ON · Canada Pharma Campus
- Full-time
Experience with enterprise database management, cloud-based collaboration platforms, and electronic Quality Management Systems (eQMS like Veeva, TrackWise). Demonstrated proficiency in…

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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