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Added 4 mins ago
T
Manager, Operational Foundations
Thumbtack
Remote, Canada
- Full-time
- Remote
As the Manager, Operational Foundations, you will lead the team responsible for the systems, processes, and support capabilities that make partnerships easier to launch and scale. Reporting…
Added 4 mins ago
PT
Principal Technical Program Manager
PAR Technology
Remote, Canada
- $160,000 to $190,000 CAD / year
- Full-time
- Remote
…and drive meaningful outcomes. We are seeking an experienced Senior Program Manager to lead complex, cross-functional technology programs that support our strategic priorities and product…
Added 4 mins ago
TG
Security Engineering Intern
TMX Group
Toronto, ON
- $20 to $23 CAD / hour
- Full-time
We are seeking a Security Engineering Intern to join our Information Security team. In this role, you will collaborate with seasoned engineers to design, build, and automate security…
Added 18 mins ago
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Supply Chain Manager
Worley
AB · Edmonton, AB
- Full-time
…across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and…
Added 18 mins ago
MN
Construction Project Manager
Matchtech North America
Toronto, ON · Greater Toronto Area, Canada
- Contract
Matchtech are supporting a key client with the requisition of a Construction Project Manager. The Construction Project Manager will support the EPC Project Manager or Program Manager in…
Added 18 mins ago
EI
Value Stream Owner
Enercare Inc.
Markham, ON
- Full-time
Build trusted relationships with engineering, product, business operations, customer service, and vendor teams.
Added 18 mins ago
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Supply Chain Manager
Worley
Calgary, AB
- Full-time
…across the life of their assets. We specialize in consulting, engineering, procurement and construction across the project lifecycle, with services extending through to operations and…
Added 18 mins ago
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Project Manager 2 - Buildings
Graham
Calgary, AB
- Full-time
Join a team that builds with commitment, reliability, and integrity. Apply today and help us build what matters.
Added 19 mins ago
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Senior Project Manager, Municipal Engineering
WSP
Fort McMurray, AB
- Full-time
As a Senior Project Manager in our Municipal Engineering team, you will manage client relationships, oversee project delivery, support business development initiatives, and provide…
Added 33 mins ago
Aircraft Maintenance Engineer Apprentice
Rise Air
Saskatoon, SK
…practical experience, continue working toward your AME licence, and build your aviation career in a supportive, safety-focused…
Added 33 mins ago
Sr. Manager, Cyber Security
UFA Co-operative Ltd.
Calgary, AB
Reporting to the Director, Cyber Security & Infrastructure, the Senior Manager, Cyber Security leads UFA's Cyber Security team and is accountable for the day-to-day delivery and continuous…
Added 48 mins ago
LM
DIRECTOR OF INFORMATION TECHNOLOGY
Lacroix Médecine Privée
Quebec, QC
- Full-time
A positive and committed leader with a strong sense of Accountability, the ability to build high-performing teams, manage rigorously, challenge the status quo, and transform technological…
Added 48 mins ago
AA
Senior Procurement Specialist
ASSA ABLOY Opening Solutions Americas
Woodbridge, ON
- Full-time
Fleming and Baron (an ASSA ABLOY company) is adding a Senior Procurement Specialist to join our team. This position will be performed on-site Monday through Friday at our manufacturing…
Added 1 hour ago
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Electrical Engineer
HDR
Toronto, ON
- Full-time
We believe building engineering is more than systems and structures, it’s about powering progress and enabling innovation. As part of HDR’s Building Engineering Services Group, you’ll help…
Added 1 hour ago
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Electrical Engineer
HDR
Toronto, ON
- Full-time
We believe building engineering is more than systems and structures, it’s about powering progress and enabling innovation. As part of HDR’s Building Engineering Services Group, you’ll help…
Added 1 hour ago
EG
Senior Architect/Project Manager (Major Aviation Infrastructure)
Egis Group
Toronto, ON
- Full-time
WW+P is seeking a licensed Senior Architect / Project Manager to join our Toronto Studio and support the delivery of a major aviation infrastructure project.
Added 1 hour ago
EG
Senior Architect (Major Aviation Infrastructure)
Egis Group
Toronto, ON
- Full-time
…Construction (IFC). Working under the direction of a Project Manager and Technical Lead, the Senior Architect will be responsible for coordinating architectural deliverables, leading…
Added 1 hour ago
GD
Business Development Manager, Tactical Comms
General Dynamics Missions System International
Ottawa, ON
- Full-time
At General Dynamics Mission Systems–Canada, our focus extends beyond engineering technology solutions - we are dedicated to cultivating careers. If you seek a purpose-driven career solving…
Added 1 hour ago
AE
Strategic Analysis Superintendent
Agnico Eagle Mines Limited
Timmins, ON
- Full-time
…set of skills and experience. We value your willingness to build those skills and make a meaningful contribution to our company. And, we value your commitment to treat every person on our…
Added 1 hour ago
TG
Senior Guideway Civil Coordinator
Trillium Guideway Partners
Toronto, ON
- $90,000 to $120,000 CAD / year
- Full-time
The Senior Guideway Civil Coordinator will assist in managing the civil engineering and construction activities related to roads and landscaping within the elevated guideway project. This…
Added 1 hour ago
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Principal Product Manager, Agent Intelligence
Equinix
Toronto, ON
- Full-time
We’re looking for a Principal Product Manager to own Agent Intelligence: the evaluation, observability and feedback systems that tell us how well our agents perform, why they fail, and…
Added 1 hour ago
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Principal Product Manager, Model Customization & Open-Weight Models
Equinix
Toronto, ON
- Full-time
…product line. Works cross functionally with user experience, engineering, operations, solution architects, marketing and others to design, build and launch new products and/or product…
Added 1 hour ago
BS
Estimator, Senior
BVGlazing Systems
Laval, QC
- $95,000 to $105,000 CAD / year
- Full-time
…quality and innovation. At BVGlazing Systems our mission is to Build Value in everything we do. This philosophy drives our commitment…
Added 1 hour ago
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Product Designer - Mobile UI UX
Liftoff
Montreal, QC
- Full-time
You'll join the Product team and work closely with our Senior Product Designer and the Head of Product, collaborating with Engineering, Design, and Growth.
Added 1 hour ago
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Support Team Lead
Minga
Kelowna, BC
- Full-time
…most in the August–September back-to-school peak, when your manager is also supporting new customer…

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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