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Added 10 mins ago
TH
Critical Incident Mental Health Provider (Contract Position)
TELUS Health
Winnipeg, MB
- Part-time
Minimum five (5) years of post-master’s clinical experience preferred
Added 10 mins ago
LM
DIRECTOR OF INFORMATION TECHNOLOGY
Lacroix Médecine Privée
Quebec, QC
- Full-time
…since its founding in 2009 and currently employs nearly 350 people. As part of its strategic plan, the Group aims to accelerate its national and international…
Added 10 mins ago
AC
Manager, External Financial Advisory
ACCA Careers
Calgary, AB
- Full-time
Make an impact with our External Financial Advisory team as a Manager. This diverse team of professionals directly contributes to the success of the firm by supporting external clients. As…
Added 10 mins ago
PA
IT Technician (Head office - Muskoka
Performance Auto Group
Huntsville, ON
- Full-time
Great Experience: Every customer is entitled to a great experience
Added 10 mins ago
IR
MDR Technician
Interlake-Eastern Regional Health Authority
Gimli, MB
- Full-time
The Medical Device Reprocessing Technician shall work under the general direction of the Clinical Team Manager or designate to effectively reprocess medical devices according to CSA…
Added 10 mins ago
IR
Dietary Aide
Interlake-Eastern Regional Health Authority
Fisher Branch, MB
- Full-time
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 10 mins ago
PA
Automotive Service Technician (Huntsville Honda)
Performance Auto Group
Huntsville, ON
- Full-time
Great Experience: Every customer is entitled to a great experience
Added 10 mins ago
IR
Laundry Aide
Interlake-Eastern Regional Health Authority
Eriksdale, MB
- Full-time
Under the direction of the Manager, Support Services and/or Lead Hand the Laundry Aide performs the assigned duties in accordance with established work schedules, policies and procedures…
Added 10 mins ago
VS
Dining Service Attendant- Casual (2026-11012)
Verve Senior Living
Ottawa, ON
- Other
…service, leadership, and care. What truly sets us apart are the people who choose to build their careers here. Whether you're supporting our residences or contributing within our corporate…
Added 10 mins ago
IR
Housekeeping Aide
Interlake-Eastern Regional Health Authority
Gimli, MB
- Full-time
Under the direction of the Manager, Support Services and/or Lead Hand the Housekeeping Aide performs the assigned duties in accordance with established work schedules, policies and…
Added 10 mins ago
IR
Dietary Aide
Interlake-Eastern Regional Health Authority
Gimli, MB
- Full-time
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 10 mins ago
IR
Housekeeping Aide
Interlake-Eastern Regional Health Authority
Fisher Branch, MB
- Full-time
Under the direction of the Manager, Support Services and/or Lead Hand the Housekeeping Aide performs the assigned duties in accordance with established work schedules, policies and…
Added 10 mins ago
IR
Dietary Aide
Interlake-Eastern Regional Health Authority
Eriksdale, MB
- Full-time
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 10 mins ago
IR
Housekeeping Aide
Interlake-Eastern Regional Health Authority
Eriksdale, MB
- Full-time
Under the direction of the Manager, Support Services and/or Lead Hand the Housekeeping Aide performs the assigned duties in accordance with established work schedules, policies and…
Added 10 mins ago
IR
Assistant Cook
Interlake-Eastern Regional Health Authority
Fisher Branch, MB
- Full-time
Under the direction of the Manager, Support Services and Cook, the Assistant Cook performs the assigned duties for the provision of regular, therapeutic and texture modified meals related…
Added 10 mins ago
AA
Senior Procurement Specialist
ASSA ABLOY Opening Solutions Americas
Woodbridge, ON
- Full-time
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help…
Added 10 mins ago
A
Tax Manager
Armco
Halifax, NS
- Full-time
The Tax Manager is responsible for the proactive management of the tax function across the Armoyan group of companies; and collaborates with VP Taxation in relation to management and…
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W
Site Superintendent
W3Global
Halifax, NS
- $120,000 to $150,000 CAD / year
- Full-time
Serve as the primary liaison between the site and the Project Manager, providing regular reporting on progress, risks, and site conditions.
Added 10 mins ago
AE
Account Manager
Alta Equipment Group
Toronto, ON
- Full-time
…factors such as geographical location, skillset, education, and…
Added 10 mins ago
H
Property Manager (High End Property)
Hays
Montréal-Ouest, QC
- Full-time
…Their communities are built around quality, design and how people live. They're hiring a Property Manager for a newly built mixed-use residential in the West…
Added 10 mins ago
EL
Account Manager and Business Development
Electromega Ltée/Ltd
Oakville, ON
- Full-time
Reporting to the President and Chief Executive Officer, the Account Manager is responsible for the company's sales and business development. The Account Manager will develop and maintain…
Added 10 mins ago
IR
Supportive Housing Worker
Interlake-Eastern Regional Health Authority
Beausejour, MB
- Full-time
Under the direction of the Manager Senior Community Housing, the Supportive Housing Worker functions as a member of a multidisciplinary team and assists clients with light housekeeping and…
Added 10 mins ago
IR
Home Care Scheduling Clerk
Interlake-Eastern Regional Health Authority
Selkirk, MB
- Full-time
The Home Care Scheduling Clerk works under the supervision of the Clinical Team Manager – Home Care performing various office functions including coordinating and maintaining scheduling for…
Added 10 mins ago
IR
Dietary Aide
Interlake-Eastern Regional Health Authority
Beausejour, MB
- Full-time
Under the direction of the Manager, Support Services and Cook, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/ residents, staff,…
Added 10 mins ago
SH
General Duty Nurse (N2) - Antepartum Gynecology - Repost
Shared Health-Soins Communs
Winnipeg, MB
- Full-time
Under the general supervision of the Manager, Health Services, the Registered Nurse (RN) is responsible for providing professional registered nursing services for patients, including those…

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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