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Added 9 mins ago
SA
PAX Agent
SAMSIC Assistance Canada Inc
Richmond, BC
- $19.8 CAD / hour
- Part-time
We are committed to delivering safe, reliable, and high‑quality ground handling services that support the success of our airline partners and the smooth flow of the airports.
Added 24 mins ago
D
Advisory Agent, Member and Client Experience
Desjardins
Plessisville, QC · Caisse Desjardins de L'Érable
- Part-time
As a member and client experience advisory agent, you help give members and clients a better experience, and ensure that they are satisfied. This includes making sure they feel welcome,…
Added 24 mins ago
RB
Manager, AML Model Testing
Royal Bank of Canada
Toronto, ON
- Full-time
In support of RBC’s commitment to maintaining a robust enterprise AML Program, the AML Model Testing Manager will support the ongoing AML model development testing process to ensure the…
Added 24 mins ago
C
Universal Fraud Agent, Remote - Bilingual
CIBC
Montreal, QC
- Full-time
As a member of the Fraud Contact Centre team, a Fraud Agent will be responsible for ensuring the delivery of service to both external and internal customers consistent with CIBC’s vision of…
Added 53 mins ago
L
Senior Software Engineer
LTM
ON · Ontario, Canada
- $100,000 to $110,000 USD / year
- Full-time
We are seeking a highly skilled Full Stack Developer with strong expertise in Python and Angular to build and support modern cloudnative applications The ideal candidate should be…
Added 53 mins ago
B
Data Engineer
Buyerlink
Victoria, BC
- Full-time
Support the building of data acquisition and preparation processes
Added 1 hour ago
E
Business System Analyst
eTeam
Laval, QC
- $38 to $42 CAD / hour
- Contract
The Business Systems Analyst will be primarily responsible for supporting the ERP system for the Business Commercial Support and Sales Operations team. Provide data management and…
Added 1 hour ago
BO
IT & Systems Manager (AI-First)
Bells of Steel
Calgary, AB
- Full-time
…servers every day, and you can teach a warehouse lead or a CS agent to use them…
Added 1 hour ago
Letter Carrier - Delivery Agent and Postal Clerk
Canada Post - Postes Canada
Flin Flon, MB
Business Function: Delivery Agent or Letter Carrier
Added 1 hour ago
CN
Agent, Customer Service
Canadian North
Inuvik, NT
- Part-time
At Canadian North, we don't just fly planes, we connect people, deliver essential goods, and support 25 northern communities that rely on us every day. Whether you're on the ground or in…
Added 1 hour ago
LC
Category Director, HMR, Deli Gourmet & Salad Bar (Hard Discount)
Loblaw Companies Limited
Brampton, ON
- Full-time
…product assortment, space allocations, pricing and promotion in support of overall group objectives and all functions that impact financial objectives. The incumbent will liaise with…
Added 2 hours ago
RT
Generative AI Engineer (Python and Angular)
Rang Technologies Inc
Mississauga, ON
- Full-time
We are seeking a highly skilled Full Stack Developer with strong expertise in Python and Angular to build and support modern cloud native applications The ideal candidate should be…
Added 2 hours ago
C
IT System Architecture Specialist-EN
CAE
Montreal, QC
- Full-time
…innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster,…
Added 2 hours ago
VH
Full Stack Software Engineer
Verismo Health
Markham, ON
- Full-time
…technologies. Our mission is to streamline healthcare delivery, support multidisciplinary teams, and shape the future of healthcare one patient at a…
Added 2 hours ago
M
Copy of Senior Genesys Cloud PS Consultant (Genesys AI experience)
Miratech
Mississauga, ON · Toronto
- Full-time
…brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we…
Added 2 hours ago
M
Copy of Copy of Senior Genesys Cloud PS Consultant (Genesys AI experience)
Miratech
Vaughan, ON · Toronto
- Full-time
…brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we…
Added 2 hours ago
M
Copy of Copy of Copy of Senior Genesys Cloud PS Consultant (Genesys AI experience)
Miratech
Brampton, ON · Toronto
- Full-time
…brings together enterprise and start-up innovation. Today, we support digital transformation for some of the world's largest enterprises. By partnering with both large and small players, we…
Added 2 hours ago
RI
Technical Lead - Contact Center/Amazon Connect
Raas Infotek
Toronto, ON
- Contract
Lead the design, development, implementation, and support of enterprise Contact Center solutions.
Added 2 hours ago
KR
Technical Lead
KTek Resourcing
Toronto, ON
- Contract
Lead the design, development, implementation, and support of enterprise Contact Center solutions.
Added 2 hours ago
KR
Amazon Connect IVR Developer
KTek Resourcing
Toronto, ON
- Contract
Lead the design, development, implementation, and support of enterprise Contact Center solutions.
Added 2 hours ago
CO
Manager, Library Services
City of Winnipeg
Winnipeg, MB
- Full-time
…administration and evaluation of all City of Winnipeg Library Services operations. The manager will integrate the principles of public sector management, including business planning, asset…
Added 2 hours ago
LC
Category Director, HMR, Deli Gourmet & Salad Bar (Hard Discount)
Loblaw Companies Limited
Brampton, ON
- Full-time
…product assortment, space allocations, pricing and promotion in support of overall group objectives and all functions that impact financial objectives. The incumbent will liaise with…
Added 2 hours ago
HP
Front Office Agent
Hyatt Place
Mississauga, ON
- Full-time
Knowledge of hotel facilities, hours of operations and local attractions.
Added 2 hours ago
M
Support Team Lead
Minga
Kelowna, BC
- Full-time
Strong command of support operations: queues, SLAs, scheduling and escalation handling
Added 3 hours ago
CS
Head Concierge
Cleantech Service Group
Vancouver, BC
- $25 CAD / hour
- Full-time
…respond to residents' needs, and ensure smooth daily building operations. This position also involves some Building Manager responsibilities and occasional janitorial…

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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