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Added 1 min ago
TS
Supervisor, Housekeeping
Thermea Spa Village
Whitby, ON
- Part-time
Part-time Overnight Housekeeping Supervisor at Thermea Spa Village Whitby
Added 1 min ago
MO
Manager of Recreation & Community Operations
Municipality of Grey Highlands
Markdale, ON
- $102,394.5 to $119,769 CAD / year
- Full-time
…Relations Coordinator, and departmental staff including full-time, part-time, seasonal, and casual employees.• Assist with recruitment, onboarding, scheduling, training, performance…
Added 1 min ago
LC
FIller Operator
Lactalis Canada
Toronto, ON · Etobicoke, ON
- Temporary
…be found in over 90% of Canadian refrigerators in any given time. As part of Lactalis Group, the world’s leading dairy company, we remain focused on innovation and quality and are seeking…
Added 1 min ago
Operations - Production Worker
Salit Steel
Clarington, ON
Reporting to the Production Supervisor, the Production Worker is primarily responsible for the operation of various shop equipment in order to prepare steel orders for delivery to Salit…
Added 1 min ago
Facilities Supervisor
Indwell
Norfolk, ON
Position Description: Reporting to the Regional Facilities Manager (RFM), the Facilities Supervisor, is responsible for providing supervision and support to the team of Facilities…
Added 1 min ago
RECREATION AIDE
Southbridge Healthcare LP
Port Dover, ON
Plan, implement and evaluate both individual and group activation program based on assessed needs and as assigned by the Supervisor.
Added 1 min ago
Delivery Driver
Sherwin-Williams
Richmond Hill, ON
Maintain the store vehicle and alert the supervisor to repair and servicing needs
Added 1 min ago
Delivery Driver
Sherwin-Williams
Mississauga, ON
Maintain the store vehicle and alert the supervisor to repair and servicing needs
Added 1 min ago
O
Maintenance Electrician (Night Shift)
Orbia
St. Albert, AB
- $47.5 CAD / hour
- Full-time
…practices embedded throughout our manufacturing processes. Be part of our shared mission with Orbia to Advance Life Around the…
Added 1 min ago
P
Diesel Truck Technician/Mechanic III (Helper/Apprentice)
Penske
Toronto, ON
- Full-time
Perform other mechanical repairs and replacements as directed/assisted by Technician I, II, -Lead Technician or Supervisor as part of overall training
Added 1 min ago
TH
Lot Associate Part-Time - 7160 North Bay
The Home Depot
North Bay, ON
- Part-time
Added 1 min ago
A-
Supervisor, Registry Services
AMA - Alberta Motor Association
Calgary, AB
- Full-time
…your own sleeves to help whenever necessary). For you, being a supervisor is all about making a positive difference for the business, members and of course in the lives of your team…
Added 1 min ago
TH
Lumber Sales Associate : Part Time - VANCOUVER TERMINAL
The Home Depot
Vancouver, BC
- Part-time
Added 1 min ago
TH
Lumber & Building Materials Sales Associate Part Time - 7160 North Bay
The Home Depot
North Bay, ON
- Part-time
Added 1 min ago
TH
Merchandising Execution Associate : Part Time (Temp) - VANCOUVER TERMINAL
The Home Depot
Vancouver, BC
- Part-time
…and fast paced environment. Ensures tasks are completed on time, without error, and meet quality…
Added 15 mins ago
PA
First Piece Inspector
Pursuit Aerospace
Pointe-Claire, QC
- Full-time
…pride ourselves on competitive cost structures, exceptional on-time delivery, and industry-leading…
Added 15 mins ago
WF
Clerk
Waycobah First Nation
Whycocomagh, NS
- Part-time
Accountable to the Store Supervisor/Director,
Added 15 mins ago
SR
Large Depot Supervisor
SARCAN Recycling
Redvers, SK
- Full-time
Each and every SARCAN team member is an important part of our team and our community. As a Large Depot Supervisor, you will be responsible for:
Added 15 mins ago
DT
Customer Service Associate I
Dollar Tree Stores
Winnipeg, MB
- Part-time
…description for this position, and which may be amended from time to time at our discretion. Incumbents will follow any other instructions and perform any other related duties as may be…
Added 30 mins ago
F
Sous Chef
Factor_
Mississauga, ON
- Full-time
Vacation & PTO - Time off is also an important part of self-care! We offer generous vacation and PTO to help you create a good work-life balance.
Added 30 mins ago
F
Production Supervisor
Factor_
Mississauga, ON
- Full-time
We are looking for a full-time Production Supervisor at our Factor Chinook Distribution Center. You will report to the Plating and Staging Manager and will be responsible for overseeing our…
Added 30 mins ago
RA
Aircraft Maintenance Engineer Apprentice
Rise Air
Saskatoon, SK
- Full-time
Employment Type: Full-time (Modified Work Schedule - 7 days on/7 days off)
Added 31 mins ago
F
Sous Chef
Factor_
Mississauga, ON
- Full-time
Vacation & PTO - Time off is also an important part of self-care! We offer generous vacation and PTO to help you create a good work-life balance.
Added 31 mins ago
Uncertified Cook
Winnipeg Regional Health Authority
Stonewall, MB
Under the direction of the Manager, Support Services and Food Services Supervisor, the Uncertified Cook performs the assigned duties for the provision of regular, therapeutic and texture…
Added 31 mins ago
Dietary Aide
Winnipeg Regional Health Authority
Stonewall, MB
Under the direction of the Manager, Support Services and Food Services Supervisor, the Dietary Aide performs the assigned duties related to the preparation and service of food to patients/…

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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