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Added 14 mins ago
SD
Pharmacist, Hourly Full Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
Aurora, ON
- Full-time
To manage the operations of the Pharmacy while on duty, including providing consultation to both customers and health care providers, practice to full scope in providing professional…
Added 14 mins ago
Sr. Manager, Cyber Security
UFA Co-operative Ltd.
Calgary, AB
…delivery and continuous improvement of UFA's cybersecurity operations and defensive capabilities. Areas of responsibility include security operations, digital forensics and incident…
Added 14 mins ago
SALES LEAD/KEY HOLDER - CALL IT SPRING - MAYFAIR
The Aldo Group Inc / Le Groupe Aldo Inc.
Victoria, BC
Reporting to the Store Manager, the Part-Time Sales Lead plays a key role in driving results and supporting the team. You lead by example by helping hit sales targets, coaching associates,…
Added 28 mins ago
GG
Director - Marketing and Business Development
Grewal Guyatt LLP
Richmond Hill, ON
- $140,000 to $180,000 CAD / year
- Full-time
…developers, manufacturing and distribution businesses, farming operations, software development companies, professionals, nationally recognized organizations, professional athletes, and…
Added 28 mins ago
AI
Procurement Specialist
American Iron & Metal (AIM)
Hamilton, ON
- Full-time
Full time permanent position, vacation, benefits and a RRSP matching program
Added 28 mins ago
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Site Superintendent
W3Global
Halifax, NS
- $120,000 to $150,000 CAD / year
- Full-time
Work Hours: Full-time, Monday-Friday, with extended hours where required to meet key project milestones.
Added 28 mins ago
LV
PRODUCTION AND LOGISTICS COORDINATOR, INTERNATIONAL-EN
La Vie En Rose
Montreal, QC
- Full-time
…Coordinator plays a key role in coordinating and optimizing logistics operations related to our international licensed partners and La Vie en Rose Trading activities. The incumbent oversees…
Added 28 mins ago
GR
Vice President of Construction
Goldbeck Recruiting
Vancouver, BC · Greater Vancouver, BC
- $225,000 to $285,000 CAD / year
- Full-time
Lower Mainland, BC (on-site) | Permanent, Full-Time
Added 28 mins ago
TD
Utility Tree Trimmer / Bucket Operator
The Davey Tree Expert Company
Pickering, ON
- Full-time
…offering industry-leading training, technology and benefits that lead to a rewarding and safe work experience at all levels. Wherever you want to grow your career, there’s a place for you…
Added 29 mins ago
C
Equipment Repair & Maintenance Technician
Co-op
Shellbrook, SK
- Full-time
Lake Country Co-op invites applications for the position of full-time Equipment Repair & Maintenance Technician (Professional Services) at our Agro location in Shellbrook, Saskatchewan. If…
Added 29 mins ago
EA
Caregiver Manager, LPN
Earth Angels Home Care
Halifax, NS
- $70,000 to $80,000 CAD / year
- Full-time
…clinically skilled LPN, Caregiver Manager (Retention & Field Operations Lead) to join our team in Halifax. This role is crucial in ensuring seamless service delivery, building a safe,…
Added 29 mins ago
Field Service Representative
EnerSys Delaware Inc.
Winnipeg, MB
…our extensive line of Motive Power and Energy Systems with a full range of integrated services and systems. With sales and service locations throughout the world, and over 100 years of…
Added 29 mins ago
Assistant Vice President, Process Excellence
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
…leadership role within the Shared Services organization of Canadian Operations & Business Enablement. The role leads the Business Process Management team and a cross-functional centre of…
Added 29 mins ago
Auditor
Government of Alberta
AB
Prepare for audits by gaining an understanding of program operations, reviewing applicable legislation, policies and procedures, and assessing internal controls and risks.
Added 29 mins ago
E
Technician II Utility Service
Enbridge
Atikokan, ON · Fort Frances, ON
- Full-time
Five or more years of directly related utility service, gas distribution, pipeline operations, or field maintenance experience.
Added 29 mins ago
Senior Business Relationship Manager, IT
DSV
Toronto, ON
…Manager supports customers operating across multiple regions and time zones. The role requires effective collaboration with customer stakeholders, business teams, and IT organizations…
Added 43 mins ago
CO
Director, Health, Safety, & Organizational Resilience
City of Saint John
Saint John, NB
- Full-time
The Director will lead organizational change and influence leaders at all levels of the organization to embed safety, risk management, prevention, and employee well-being into strategic and…
Added 43 mins ago
CO
Manager Policy and Risk Management
City of Saint John
Saint John, NB
- Full-time
Respond to all requests within established time period as set out by the Act.
Added 43 mins ago
TO
Manager, Recreation
Town of Saugeen Shores
Port Elgin, ON
- $120,745 to $137,210 CAD / year
- Full-time
Team Development & Operations: Oversee the Recreation Division operations, promote staff development, manage recruitment and coaching, and encourage continuous improvement, corporate…
Added 43 mins ago
Manufacturing & Process Engineer - Senior PMO / Change & Transformation Lead
Capgemini
Montreal, QC
We are seeking a Senior PMO / Change & Transformation Lead to support the
Added 43 mins ago
R
Senior Manager - WM Business Risk
RBC
Toronto, ON
- Full-time
Reporting to the Director, WM Business Risk, the Senior Manager, Business Risk will lead operational risk/regulatory compliance reviews and provide expert feedback on the operational risk…
Added 43 mins ago
HR
Program Service Assistant, Mental Health
Humber River Health
Toronto, ON · Greater Toronto, ON
- Other
…technology work for staff and physicians; giving them more time to spend with patients, to eliminate inefficiencies, and to reduce the chance of errors. Humber River Health is formally…
Added 43 mins ago
CC
Retail Shift Leader
Canna Cabana
Cranbrook, BC
- Part-time
High Tide Inc. is the leading community-grown, retail-forward cannabis enterprise engineered to unleash the full value of the world’s most powerful plant and is the second-largest cannabis…
Added 43 mins ago
CC
Retail Shift Leader
Canna Cabana
Saskatoon, SK · Circle Drive, Saskatoon, SK
- Part-time
High Tide Inc. is the leading community-grown, retail-forward cannabis enterprise engineered to unleash the full value of the world’s most powerful plant and is the second-largest cannabis…
Added 43 mins ago
B
GTM Operations Analyst
Benevity
Remote, Canada
- Full-time
- Remote
We are looking for a GTM Operations Analyst, Lead to own and optimize end-to-end go-to-market operations across the full revenue lifecycle, from Marketing through Closed Won to Renewal and…

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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