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Added 9 mins ago
FV
Robotics Middleware Founder
Forum Ventures
Canada
- Full-time
Sensor fusion is foundational infrastructure being treated like custom engineering. It wastes time, costs money, and breaks in production.
Added 9 mins ago
I
Senior QA Analyst
Indidual
Toronto, ON
- Contract
…the various components. The tester will work with the testing lead and IT lead of each project as well as the project team members in the analysis, design, development, implementation and…
Added 9 mins ago
BE
Director, Project Management
Blackstone Energy Services Inc.
Toronto, ON
- Full-time
Provide technical oversight (through the support of the Lead Technical Specialist team) of the design, engineering, installation, start-up, functional testing and commissioning of central…
Added 9 mins ago
Senior Project Manager, Alternative Delivery
WSP
Winnipeg, MB
With an unmatched breadth and depth of engineering, advisory and science‑based expertise, our global minds unite to power local solutions.
Added 9 mins ago
GL
Frontend Engineering Lead
Geomagical Labs
Remote, Canada
- Full-time
- Remote
We're looking for a Frontend Engineering Lead to help shape the future of our flagship web platform. This is a hands-on technical leadership role for an experienced engineer who enjoys…
Added 9 mins ago
TI
Technology & Architecture Solution Consultant
Tecsys Inc.
Remote, Canada
- Remote
At Tecsys, the software we deliver keeps hospitals, pharmacies and distributors supplied with what they need, when they need it. Every role here connects to that outcome.
Added 9 mins ago
TI
Technology & Architecture Solution Consultant
Tecsys Inc.
Remote, Canada
- Remote
At Tecsys, the software we deliver keeps hospitals, pharmacies and distributors supplied with what they need, when they need it. Every role here connects to that outcome.
Added 9 mins ago
TI
Technology & Architecture Solution Consultant
Tecsys Inc.
Remote, Canada
- Remote
At Tecsys, the software we deliver keeps hospitals, pharmacies and distributors supplied with what they need, when they need it. Every role here connects to that outcome.
Added 9 mins ago
T
Performance Engineering Lead
TD
Mississauga, ON · Toronto, ON
- Full-time
Be a subject matter expert and partner with our engineering team on areas of performance and scale
Added 24 mins ago
RA
Staff Software Engineer, Platform
Rivian and Volkswagen Group Technologies
Remote, Canada
- $137,300 to $181,890 CAD / year
- Full-time
- Remote
The ability to lead across team boundaries by communicating clearly, building alignment, and helping others make effective technical decisions.
Added 24 mins ago
U
Team Manager - Continuous Integration, Continuous Delivery and Developer Productivity
Ubisoft
Montreal, QC
- Full-time
You will work with the technical lead and partner teams to reduce development friction, improve the quality of deliverables, and make delivery more reliable. You will also support the…
Added 25 mins ago
RB
Manager, AML Model Testing
Royal Bank of Canada
Toronto, ON
- Full-time
…background and update context. Communicate with the development team to understand the testing…
Added 25 mins ago
GD
Senior Human Factors Engineering Analyst
General Dynamics Missions System International
Ottawa, ON
- $110,000 to $138,000 CAD / year
- Full-time
We have a new opportunity for a Senior Human Factors Engineering Analyst to join our Ottawa team. Working with HFE and UX practitioners, engineers, customers, and end users, you will serve…
Added 25 mins ago
FC
Project Coordinator
FLINT Corp.
Sherwood Park, AB
- Full-time
Support the implementation of project management policies and procedures in collaboration with the project leadership team.
Added 25 mins ago
B
Team Leader, Advanced Technology Group
BRP
Sherbrooke, QC
- Full-time
You will lead your team and oversee the completion of various advanced engineering projects for BRP, the defence sector, the aerospace industry, and external clients. You will apply your…
Added 25 mins ago
B
Process Integrator Lead
BRP
Valcourt, QC
- Full-time
We are looking for a Process Integrator Lead with a strong technical background to accelerate the adoption of our methodologies, standards, and development toolsets across our various…
Added 39 mins ago
ET
Python Developer
Envision Technology Solutions
Toronto, ON
- Full-time
Influence software architecture and lead design decisions for the Platform, with particular focus on payments and money-movement systems.
Added 39 mins ago
GD
Senior Human Factors Engineering Analyst
General Dynamics Mission Systems–Canada
Ottawa, ON
- $110,000 to $138,000 CAD / year
- Full-time
We have a new opportunity for a Senior Human Factors Engineering Analyst to join our Ottawa team. Working with HFE and UX practitioners, engineers, customers, and end users, you will serve…
Added 39 mins ago
AI
Senior Hardware Design Engineer
Aversan Inc.
Mississauga, ON
- Full-time
Aversan Inc. (www.aversan.com) is a trusted multi-service engineering and electronics manufacturing company. Aversan delivers leading-edge and reliable safety-critical electronics and…
Added 39 mins ago
RU
Director, National Construction
Recipe Unlimited Corporation
Vaughan, ON
- Full-time
Lead and mentor a team of project managers, and construction professionals
Added 40 mins ago
E
Project Manager
EllisDon
ON · Ontario Projects
- Full-time
…more, check out our Cradle to Grave services and hear from our team directly about what a career at EllisDon could look like for you. As you can see, we are a diverse…
Added 40 mins ago
E
Assistant Project Manager
EllisDon
AB · Alberta Projects
- Full-time
Lead project meetings with internal and external parties to monitor and support the team’s ongoing development and progression
Added 40 mins ago
Director, Surveys and Geomatics
Infrastructure Ontario
Toronto, ON
…advanced GIS tools and techniques. The Survey and Geomatics team is function with a long corporate history and hold a enterprise responsibility for managing and maintaining IO’s GIS…
Added 54 mins ago
K
Lead HVAC Design & Drafting Technologist
Kent
Calgary, AB
- Part-time
Kent is looking for a Lead Heating, Ventilation, and Air Conditioning (HVAC) Design and Drafting Technologist to prepare engineering designs, drawings, building information models, and…
Added 54 mins ago
RU
ServiceNow Architect
RSM US LLP
Toronto, ON
- Full-time
Lead the architecture and technical design of complex ServiceNow implementations, enhancements, integrations, and transformation initiatives.

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.

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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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