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Added 10 mins ago
MS
Capture Director / Business Development
MDA Space
Ottawa, ON
- Full-time
Lead strategic project Capture Management for specific high value opportunities ($100M+)
Added 10 mins ago
MS
Capture Director / Business Development
MDA Space
Ottawa, ON · Kanata, ON
- Full-time
Lead strategic project Capture Management for specific high value opportunities ($100M+)
Added 10 mins ago
TP
Airport Planning and Development Advisor
Toronto Port Authority
Toronto, ON
- Full-time
Lead the review and assessment of development applications, land use proposals, and planning initiatives to identify and mitigate impacts on airport operations, aviation safety, protected…
Added 10 mins ago
F/
Senior Product Analyst (Application Support)
FCC / FAC
Regina, SK
- Full-time
Help employees and customers get back to work quickly when issues arise with FCC's lending applications. As a Senior Product Analyst (Application Support), you'll investigate complex…
Added 25 mins ago
MP
Senior Security Analyst
Municipal Property Assessment Corporation
Pickering, ON
- Full-time
…security and DevSecOps expertise and thrive on partnering with technical teams to strengthen security and manage…
Added 25 mins ago
TC
Senior Strategic Sourcing Specialist
The CSL Group Inc
Montreal, QC
- Other
The Senior Strategic Sourcing Specialist collaborates with internal stakeholders to develop procurement category strategies, lead contract negotiations, support change management, and…
Added 25 mins ago
H
Electrical Engineer
HDR
Toronto, ON
- Full-time
…built environment. This isn’t just a job, it’s a chance to lead innovation, engineer impact, and build a legacy of…
Added 25 mins ago
EG
Senior Architect/Project Manager (Major Aviation Infrastructure)
Egis Group
Toronto, ON
- Full-time
Serve as Project Manager and senior architectural lead on complex aviation, transportation, and institutional projects.
Added 25 mins ago
EG
Senior Architect (Major Aviation Infrastructure)
Egis Group
Toronto, ON
- Full-time
The successful candidates will possess strong technical expertise, advanced Revit proficiency, and significant experience developing and leading architectural design and construction…
Added 25 mins ago
GD
Business Development Manager, Tactical Comms
General Dynamics Missions System International
Ottawa, ON
- Full-time
…problems, alongside some of the brightest engineering minds, your application is welcome. Join a community where your unique perspective propels…
Added 40 mins ago
TI
Software Developer
Teckhorizon Inc
Toronto, ON
- Contract
Our Client is seeking an experienced Senior Software Developer with strong expertise in Next.js, React, TypeScript, JavaScript, and modern web application development to design and develop…
Added 40 mins ago
I
UI/UX Researcher
Intelerad
Canada
- Full-time
Proven ability to communicate design rationale and research findings effectively to technical and non-technical audiences, including senior stakeholders.
Added 40 mins ago
C
Analyste de données senior – Données de base fournisseurs et partenaires commerciaux (SAP S/4HANA et
CGI
Montreal, QC
- Full-time
We need a senior consultant to lead the design, migration and governance of supplier master data across SAP ECC, SAP S/4HANA and Jaggaer Supplier Lifecycle Management (SLM). Jaggaer is the…
Added 40 mins ago
CM
Mechanical Engineering SME (Subject Matter Expert), Capital Projects
Cyclic Materials
Toronto, ON
- Full-time
…external teams accountable for quality and performance. The Lead provides final technical review and sign-off, bringing deep expertise and experience to the…
Added 40 mins ago
SR
Data Governance Consultant
Stellar Recruitment Inc.
Burnaby, BC
- $90 to $110 CAD / hour
- Contract
Lead and support the strategic development, implementation, and continuous evolution of enterprise data governance frameworks, policies, standards, and operating models, aligned with…
Added 40 mins ago
UO
UService Service Advisor - People & Culture and Payroll
University of Calgary
Calgary, AB
- Full-time
…guidance while recognizing when matters require escalation to a senior team member, Team Lead, support group, subject matter expert, or business…
Added 40 mins ago
D
Delivery coordinator, Project management
Desjardins
Levis, QC · Montreal, QC · Complexe Desjardins Montréal
- Full-time
…teams. You supervise and coordinate contributors involved in the application and technology component of highly innovative, large-scale projects involving multiple sectors. You ensure…
Added 40 mins ago
D
Delivery coordinator, Project management
Desjardins
Levis, QC · Montreal, QC · Complexe Desjardins Montréal
- Full-time
…teams. You supervise and coordinate contributors involved in the application and technology component of highly innovative, large-scale projects involving multiple sectors. You ensure…
Added 40 mins ago
Director, IT Program and Project Management
HS Financial Technologies
Halifax, NS
Lead Technology portfolio intake, planning, and delivery governance, giving senior leadership the analysis and recommendations needed to prioritize and sequence initiatives.
Added 55 mins ago
M
Support Team Lead
Minga
Kelowna, BC
- Full-time
Experience as a team lead, senior agent, mentor or acting supervisor
Added 1 hour ago
EI
Senior Architect (Major Aviation Infrastructure)
Egis in Canada
Toronto, ON
- $100,000 to $120,000 CAD / year
- Full-time
The successful candidates will possess strong technical expertise, advanced Revit proficiency, and significant experience developing and leading architectural design and construction…
Added 1 hour ago
EI
Senior Architect/Project Manager (Major Aviation Infrastructure)
Egis in Canada
Toronto, ON
- $100,000 to $130,000 CAD / year
- Full-time
Serve as Project Manager and senior architectural lead on complex aviation, transportation, and institutional projects.
Added 1 hour ago
Senior Software Engineer
Electronic Arts
Vancouver, BC
We are seeking an experienced Senior Software Engineer to join our Service Enablement organization as a technical leader and change-maker. In this role, you will lead a team of software…
Added 1 hour ago
WO
Manager, HIS Applications
William Osler Health System
Brampton, ON
- Full-time
The Manager, HIS applications is an experienced leader who provides strategic, technical, and managerial leadership to the Applications Team. Reporting to the Director, HIS Applications,…
Added 1 hour ago
EG
Project Manager - Highways
Egis Group
Toronto, ON
- $130,000 to $180,000 CAD / year
- Full-time
Perform duties as highway design lead for transportation infrastructure projects, ensuring technical quality and design compliance.

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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