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Added 12 mins ago
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Senior Cloud Platform Lead, Senior Manager
PwC
Ottawa, ON · Toronto, ON
- Full-time
We are seeking a highly experienced Senior Cloud Platform Developer to join our team. The ideal candidate will have extensive experience with Kubernetes and managed cloud-based Kubernetes…
Added 27 mins ago
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Director – Station Infrastructure
SYSTRA
Toronto, ON
- Full-time
SYSTRA Canada is part of the SYSTRA group, an international consulting and engineering group, a world leader in the design of transport infrastructures. SYSTRA Canada is an engineering and…
Added 27 mins ago
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Rail Maintenance Facility Director – Engineering Services
SYSTRA
Toronto, ON
- Full-time
Provide strategic technical leadership, engineering governance and specialist oversight for Rail Maintenance Facilities (RMF), yards and depot infrastructure across the Metrolinx capital…
Added 27 mins ago
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Sr FinOps Architect
Ardent SoftSol Inc.
Toronto, ON
- Contract
Partner with engineering teams to implement cost allocation methodologies tagging strategies and drive adoption of cloud financial management best practices
Added 27 mins ago
JG
Senior DevOps & Python Platform Engineering Specialist
J&M Group
Montreal, QC
- Contract
We are looking for Senior DevOps & Python Platform Engineering Specialist who designs, builds, and operates highly available enterprise content management platforms supporting both…
Added 27 mins ago
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Sr. Business Systems Analyst, TD Securities
TD
Toronto, ON
- Full-time
Undergraduate degree or equivalent experience in Business, Technology, Information Systems, Engineering, Finance, or a related field.
Added 27 mins ago
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Senior Java Developer, TD Securities
TD
Toronto, ON
- Full-time
The Market Risk Technology Engineering Team (in TD Securities) is responsible for the development and support of our derivatives (Interest Rate, FX, Credit, Commodity) valuation, trading…
Added 27 mins ago
Senior Technology Specialist, Integration
Equitable
Waterloo, ON
The Senior Technology Specialist, Integration will be accountable for the solutioning of the API Management components, will manage APIM service instances and create the APIs, operations,…
Added 27 mins ago
AM
IP-Post Silicon Validation Engineer
Advanced Micro Devices, Inc
Vancouver, BC
- Full-time
Supporting issues on customer platforms as required by customer engineering teams.
Added 41 mins ago
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Performance Test Engineer Intern (May 2027 12 Months)
SOTI
Mississauga, ON
- Full-time
Learn and work with Performance Engineering tools like AppDynamics and Fiddler to capture and analyze information to identify performance issues
Added 41 mins ago
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Portfolio Manager - Quantitative Strategies & Macro Credit
RPIA
Toronto, ON
- Full-time
Contribute to the modernization of RPIA's investment databases, investment data platform implementation and broader systems integration initiatives.
Added 56 mins ago
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Staff / Principal Embedded Systems Engineer
Nexia
MB · Manitoba, Canada
- Full-time
This is a senior, hands-on engineering position with genuine influence over technical strategy, system architecture and future product development.
Added 56 mins ago
ZL
FinOps Architect
ZenithInfotek LLC
Toronto, ON
- Full-time
Partner with engineering teams to implement cost allocation methodologies tagging strategies and drive adoption of cloud financial management best practices
Added 56 mins ago
RI
Senior APIC Developer / API Gateway Platform Engineer
Raas Infotek
Toronto, ON · Scarborough, ON
- Contract
Job Title : Senior APIC Developer / API Gateway Platform Engineer
Added 56 mins ago
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Chef d'Équipe Cybersécurité (DFIR)
DELAN - IT Talent Solutions
Laval, QC
- Full-time
Expérience en Azure, Amazon Web Services et Google Cloud Platform
Added 56 mins ago
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Senior Technology Specialist, Integration
Equitable
Waterloo, ON
- $85,000 to $110,000 CAD / year
- Full-time
The Senior Technology Specialist, Integration will be accountable for the solutioning of the API Management components, will manage APIM service instances and create the APIs, operations,…
Added 1 hour ago
SI
Senior Linux and Cloud Administrator | Global Cloud Ops LLD | Pacemaker Operations | Toronto
SAP IT Business Systeme
Toronto, ON
- $97,800 to $202,400 CAD / year
- Full-time
…issues as well as building automation and improvement of our platform operations to provide world-class cloud services for SAP Applications to enterprise customers from all over the globe.…
Added 1 hour ago
RB
Associate, Global Investment Banking - Debt Capital Markets (DCM)
Royal Bank of Canada
Toronto, ON
- Full-time
Work directly with senior levels of Canada’s largest and fastest growing companies
Added 1 hour ago
PG
Senior Adobe Experience Platform (AEP) Technical Lead
Publicis Groupe Holdings B.V
Toronto, ON
- Full-time
We are seeking a Senior Adobe Experience Platform (AEP) Technical Lead to provide hands-on technical leadership for the architecture, implementation, and evolution of enterprise…
Added 1 hour ago
N
Senior Rendering Programmer - Mobile / Programmeur ou programmeuse senior en rendu - Mobile
NBCUniversal
Montreal, Quebec
- Full-time
As a Senior Rendering Programmer (Mobile – Unreal), you are responsible for designing, implementing, and maintaining Unreal Engine rendering systems optimized for mobile platforms. You…
Added 1 hour ago
N
Senior Producer (Assets) / Producteur(trice) principal(e) (Répertoire de Contenu)
NBCUniversal
Montreal, Quebec
- Full-time
We’re looking for an experienced Senior Producer (Assets) | Producteur(trice) principal(e) (Répertoire de Contenu) to lead the production system for content creation across a large-scale…
Added 1 hour ago
N
Senior Engine Programmer - Mobile / Programmeur ou programmeuse moteur senior - Mobile
NBCUniversal
Montreal, Quebec
- Full-time
As a Senior Engine Programmer (Mobile – Unreal), you are responsible for designing, implementing, and optimizing Unreal Engine engine‑level systems specifically for mobile platforms. You…
Added 1 hour ago
N
Senior Producer (Pillar) / Producteur(trice) principal(e) (Pilier)
NBCUniversal
Montreal, Quebec
- Full-time
We’re looking for an experienced Senior Producer (Pillar) to support delivery across a large-scale interactive entertainment project. You will partner closely with the Product Owner, and…
Added 1 hour ago
AI
UiPath Cloud & Infrastructure Engineer
Apptoza Inc.
Toronto, ON
- Contract
The Senior Platform Engineer develops, maintains, and manages Automation platform on premise, AWS cloud and vendor SaaS to enable automation across the bank and core operations enabling the…
Added 1 hour ago
AI
RPA Platform Engineer
Apptoza Inc.
Toronto, ON
- Contract
The Senior Platform Engineer develops, maintains, and manages Automation platform on premise, AWS cloud and vendor SaaS to enable automation across the bank and core operations enabling the…

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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