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Added 21 mins ago
BT
Senior Manager Level 3
Baker Tilly Canada
Owen Sound, ON
- Full-time
We are looking for a Senior Manager Level 3 to join our team - a role where your expertise will drive meaningful outcomes and your ambition will help shape what comes next. Here, you’ll…
Added 21 mins ago
BT
Tax Manager
Baker Tilly Canada
Courtice, ON
- Full-time
We are looking for a Tax Manager to join our team - a role where your expertise will drive meaningful outcomes and your ambition will help shape what comes next. Here, you'll collaborate…
Added 21 mins ago
BT
Audit & Accounting Manager
Baker Tilly Canada
Vancouver, BC
- Full-time
We are looking for an Audit & Accounting Manager to join our team - a role where your expertise will drive meaningful outcomes and your ambition will help shape what comes next. Here,…
Added 21 mins ago
L
Dairy/Frozen Assistant Department Manager - Full Time
Longo's
Oakville, ON
- Full-time
We are looking for a Dairy/Frozen Assistant Department Manager - Full Time who is passionate about food and enjoys working in a fast paced, team environment!
Added 21 mins ago
CG
Unit Manager (Food Services)
Compass Group Canada
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
We are as diverse as our guests. We are as diverse as the people and communities we serve, and we know that’s one of our greatest strengths. We’re committed to building an inclusive…
Added 21 mins ago
DG
Catering Sous Chef
Dexterra Group
Mississauga, ON
- Full-time
…the entire continent North America with hundreds of full-time and part-time opportunities at any given time. We aim to provide our people with more than just a job – we offer fulfilling…
Added 21 mins ago
SD
Merchandiser, Hourly Part Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
Toronto, ON
- Part-time
…diversity as an opportunity to better serve their communities, and strive to reflect the nation’s evolving diversity in the products they sell, the people they hire, and the culture they…
Added 21 mins ago
SD
Pharmacy Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Saskatoon, SK
- Full-time
…diversity as an opportunity to better serve their communities, and strive to reflect the nation’s evolving diversity in the products they sell, the people they hire, and the culture they…
Added 21 mins ago
FT
Part-Time Professors - Aerospace, Information & Defence Technologies
Fanshawe Toronto@ILAC
London, ON
- Part-time
Fanshawe College thrives because of its people. We foster a culture of excellence and see opportunities to turn potential into impact. Leading with empathy, belonging, unity, learning and…
Added 50 mins ago
P
Branch Operations Manager, British Columbia
Panasonic
Burnaby, BC
- Full-time
Champion and lead organizational change management initiatives, aligning people, processes, and culture to accelerate adoption, minimize disruption, and deliver sustainable business results
Added 1 hour ago
SD
Merchandiser, Hourly Part Time Day Greenlight Requisition
Shoppers Drug Mart
Kawartha Lakes, ON
- Part-time
…diversity as an opportunity to better serve their communities, and strive to reflect the nation’s evolving diversity in the products they sell, the people they hire, and the culture they…
Added 1 hour ago
SD
Assistant Front Store Manager, Hourly Full Time Flexible Shifts
Shoppers Drug Mart
Oshawa, ON
- Full-time
…diversity as an opportunity to better serve their communities, and strive to reflect the nation’s evolving diversity in the products they sell, the people they hire, and the culture they…
Added 1 hour ago
SD
Assistant Front Store Manager, Hourly Part Time Day
Shoppers Drug Mart
Oshawa, ON
- Part-time
…diversity as an opportunity to better serve their communities, and strive to reflect the nation’s evolving diversity in the products they sell, the people they hire, and the culture they…
Added 1 hour ago
SD
Merchandiser, Hourly Part Time Day
Shoppers Drug Mart
Oakville, ON
- Part-time
…diversity as an opportunity to better serve their communities, and strive to reflect the nation’s evolving diversity in the products they sell, the people they hire, and the culture they…
Added 1 hour ago
SD
Merchandiser, Hourly Part Time Flexible Shifts
Shoppers Drug Mart
Oakville, ON
- Part-time
…diversity as an opportunity to better serve their communities, and strive to reflect the nation’s evolving diversity in the products they sell, the people they hire, and the culture they…
Added 1 hour ago
SN
Seasonal Team Member, CrossIron Mills
Saje Natural Wellness | Retail
AB · Rocky View County, Alberta
- Contract
…superpower of plants so you can remedy real life, naturally. And like nature, we're continually growing! As we continue to build our team, we're seeking talented people to join us: in our…
Added 2 hours ago
CO
Human Resources Generalist
City of Saint John
Saint John, NB
- Full-time
This position works collaboratively with leaders and employees to provide guidance, ensure compliance with organizational policies, terms and conditions of employment, applicable…
Added 2 hours ago
TL
Manager, Commercial Expansion
Teli Labs
Vancouver, BC
- Full-time
Tailscale is making safe connection effortless by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. From hobbyists to…
Added 2 hours ago
PS
Financial Planning and Analysis Manager
Professional Staffing
Mississauga, ON
- $130,000 to $150,000 CAD / year
- Full-time
…dynamic intersection of enterprise-grade creative delivery and fast-paced entrepreneurial growth. Their culture is rooted in genuine human values - trust, clear communication, calm…
Added 2 hours ago
TL
Manager, Commercial Expansion
Teli Labs
Toronto, ON
- Full-time
Tailscale is making safe connection effortless by delivering software that makes it easy to securely interconnect people and their devices, no matter where they are. From hobbyists to…
Added 2 hours ago
D
Catering Sous Chef
Dexterra
Mississauga, ON
- $25 to $28 CAD / hour
- Full-time
…the entire continent North America with hundreds of full-time and part-time opportunities at any given time. We aim to provide our people with more than just a job – we offer fulfilling…
Added 3 hours ago
SD
Merchandiser, Hourly Part Time Flexible Shifts
Shoppers Drug Mart
Dieppe, NB
- Part-time
…diversity as an opportunity to better serve their communities, and strive to reflect the nation’s evolving diversity in the products they sell, the people they hire, and the culture they…
Added 3 hours ago
NB
Senior Advisor, Program Governance
National Bank of Canada
Montreal, QC
- Full-time
Working closely with the Commercial Financing Transformation Program Manager (Pillar 5), pillar leaders, initiative owners and delivery teams, you contribute to the operation and evolution…
Added 3 hours ago
NB
Branch Manager
National Bank of Canada
Dolbeau-Mistassini, QC
- Full-time
We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values…
Added 3 hours ago
NB
Branch Administrator
National Bank of Canada
Oakville, ON
- Full-time
We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values…

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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