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Added 24 mins ago
SCM Category Manager, Pipeline Construction, Pacific Link
Trans Mountain
Calgary, AB
…Category Manager, Pipeline Construction. In this role, you will lead strategic sourcing, contracting, and supplier relationship management activities for major pipeline construction…
Added 24 mins ago
CG
Food Service Supervisor
Compass Group Canada
Baddeck, NS
- Full-time
Supervise the production of menu items, ensure completion of cash readings, manage associates, schedule staff working hours, hire and train employees.
Added 24 mins ago
WI
Senior Project Manager, Alternative Delivery
WSP in Canada
Winnipeg, MB
- Full-time
Lead the delivery of complex alternative delivery and P3 transportation projects, overseeing technical milestones, project phases, budgets and deadlines.
Added 24 mins ago
B
SSV Electrical Design Technician
BRP
Valcourt, QC
- Full-time
We are looking for an electrical design technician for the ORV Engineering team who will report to the Lead Designer, Vehicle Engineering. In this role, you will play a key role in the…
Added 40 mins ago
A
Chef de Cuisine
AccorHotel
Banff, AB
- Full-time
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Added 55 mins ago
Hydrocarbon Extraction Technician (nights)
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Aylmer, ON
Our operations span four provinces, purpose-built to lead across multiple product formats:
Added 55 mins ago
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Principal Engineer
Hays
Sudbury, ON
- Full-time
…backfill schedules, optimize system performance, support quality assurance and quality control practices, and ensure backfill systems are aligned with safety, production, quality, and…
Added 1 hour ago
P
Operations Supervisor - Continental Day Shift
Pliteq
Woodbridge, ON
- Full-time
…and standard operating procedures, track shift attendance, schedule and direct labor, onboard and evaluate employees, recommend HR actions (hiring, discipline, promotions), and secure the…
Added 1 hour ago
P
Operations Supervisor - Continental Night Shift
Pliteq
Woodbridge, ON
- Full-time
…and standard operating procedures, track shift attendance, schedule and direct labor, onboard and evaluate employees, recommend HR actions (hiring, discipline, promotions), and secure the…
Added 1 hour ago
SCM Category Manager, Pipeline Construction
Trans Mountain
Calgary, AB
…Category Manager, Pipeline Construction. In this role, you will lead strategic sourcing, contracting, and supplier relationship management activities for major pipeline construction…
Added 1 hour ago
Staff Manufacturing Engineer
Tenstorrent
Toronto, ON
Lead failure analysis and RMA recovery for returned hardware, and feed the findings back into design and process.
Added 1 hour ago
W
Maintenance Supervisor
Westlake
Woodbridge, ON
- Full-time
Schedule, supervise, lead/motivate maintenance activities and employees. Develop and communicate maintenance department performance indicators such that department personnel are aware of…
Added 1 hour ago
AG
Master Scheduler
AXIUS GROUP LLC
Toronto, ON · North York, ON
- Full-time
Coordinate customer delivery schedules and lead times with Program Management.
Added 2 hours ago
RD
Banquet Supervisor
Red Deer Resort & Casino
Red Deer, AB
- Full-time
Schedule and coordinate the time and tasks for our banquet team
Added 2 hours ago
A
Director, Digital & Information Management
AtkinsRéalis
Mississauga, ON · Toronto, ON
- Full-time
…managing project deliverables, organizational structure, budget, schedule, risk management, and overseeing people forecasting and levelling for the…
Added 2 hours ago
Senior Bridge Manager
Hatch
Vancouver, BC
-Proven ability to lead multidisciplinary teams and deliver projects on schedule and within budget.
Added 2 hours ago
Survey Manager
Infrastructure Ontario
Toronto, ON
Lead procurement and management of survey consulting services and contracts.
Added 2 hours ago
TT
Manager, Customer Service & Operations
The Talent Company
Toronto, ON · Greater Toronto Area, Canada
- $100,000 to $110,000 CAD / year
- Full-time
Exciting leadership opportunity for an experienced customer service and operations professional to lead teams, strengthen operational performance, and drive service excellence in a 24/7…
Added 3 hours ago
Director, Pipeline, Pacific Link
Trans Mountain
Calgary, AB
…delivery partners to achieve approved safety, scope, cost, schedule, quality, regulatory and operational…
Added 3 hours ago
Director, Facilities, Pacific Link
Trans Mountain
Calgary, AB
…delivery partners to achieve approved safety, scope, cost, schedule, quality, regulatory and operational…
Added 3 hours ago
HC
Senior Capital Project Manager
Highbury Canco Corporation
Leamington, ON
- $100,000 to $125,000 CAD / year
- Full-time
…capabilities spanning R&D, high‑speed automated production, quality assurance, warehousing, and logistics under one roof, the company offers employees the opportunity to work at true…
Added 3 hours ago
Construction Manager (Jansen Stage 2)
BHP
Canada
Lead the development and implementation of the Owner’s assurance program for construction execution and act as the Owner’s primary representative for site ePCM execution strategy.
Added 4 hours ago
CN
Digital Marketing & Content Coordinator
CULT NATION
Canada
- Full-time
Schedule approved posts, emails and texts. Check the copy, audience, links and timing before they go live.
Added 4 hours ago
Director, Engineering, Pacific Link
Trans Mountain
Calgary, AB
…engineering providers to achieve approved safety, scope, cost, schedule, quality, regulatory and operational…
Added 4 hours ago
BC
Construction Manager
Bantrel Co.
Edmonton, AB
- Full-time
Serve as the jobsite point of contact for contractors within the assigned project area and coordinate work in accordance with the overall project schedule.

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.

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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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