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Added 8 mins ago
LC
Gérant de service et caisses
Loblaw Companies Limited
Gatineau, QC
- Full-time
Be constantly on the lookout for great talent to join our team
Added 8 mins ago
LC
Produce Department Manager Full Time Day Greenlight Requisition
Loblaw Companies Limited
Powassan, ON
- Full-time
- Lead, coach and motivate colleagues to achieve success and foster colleague growth
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Airport Ramp Supervisor - YYC
Unifi
Calgary, AB
· Lead a team of agents in ramp service duties.
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LC
Senior Manager, Real Estate Finance
Loblaw Companies Limited
Brampton, ON
- Full-time
Lead and support a small team in the achievement of the above
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Delivery coordinator, Project management
Desjardins
Montreal, QC · Complexe Desjardins Montréal
- Full-time
…other fields. Interpersonal savvy is therefore essential. You lead, influence and serve as expert to teams, senior management and decision-making bodies. More specifically, you will be…
Added 8 mins ago
AC
Sales Associate
Ashley Canada
Kitchener, ON
- Full-time
Join the Ashley Canada Team – Sales Associates (Kitchener)
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CY
Youth Life Management Trainer
Chimo Youth Retreat Centre
AB · Edmonton, Alberta
- Full-time
…resources, and develop the skills and confidence needed to lead independent…
Added 8 mins ago
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Laboratory Technician - Conventional
Semex
Kemptville, ON
- Full-time
At Semex / Boviteq we strive to have team members feel empowered and valued, contributing to our success. We take pride in the diverse community that makes up the fabric of our company.…
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Banquet Supervisor
Red Deer Resort & Casino
Red Deer, AB
- Full-time
Demonstrated ability to lead and direct a team
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Outbound Product Manager – 12 month contract
PointClickCare
Mississauga, ON
- Contract
…office. These will include, but not limited to, onboarding, team events, semi-annual and annual team…
Added 8 mins ago
BG
Auto Body Refinisher (Guelph)
Boyd Group Services
Guelph, ON
- Full-time
…in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career…
Added 8 mins ago
BG
Auto Body Technician (Halifax Downtown)
Boyd Group Services
Halifax, NS
- Full-time
…in collision and glass services. As we continue to grow and lead the industry, we ensure you have the resources and the team behind you to move your career…
Added 8 mins ago
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Financial Analyst
EllisDon
Mississauga, ON
- Full-time
Support the Accounting Team Lead and Finance Manager by taking responsibility for the month-end close activities for Canadian and International (Ireland and U.S.) operations.
Added 8 mins ago
Industrial Technician Apprentice - Millwright
Kicking Horse Coffee
Invermere, BC
…grinds and packages Canada’s #1 whole bean coffee supporting the team that keeps everything moving. You won’t be expected to know it all, but you will be expected to show up ready to learn,…
Added 8 mins ago
PP
Senior Manager, Quality Assurance & RA
Piramal Pharma Ltd
Aurora, ON
- Full-time
· Lead, coach and develop QA, QMS and Regulatory Affairs employees, building leadership and technical capability, accountability and succession readiness.
Added 8 mins ago
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Product Engineer (Cabico Coaticook)
Cabico
Sherbrooke, QC
- Full-time
Lead, train and support a team of two employees; assign work, set priorities and guide their development.
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C
Product Engineer (Cabico Coaticook)
Cabico
Coaticook, QC
- Full-time
Lead, train and support a team of two employees; assign work, set priorities and guide their development.
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A
Senior Marketing Manager - GI Cancers
AstraZeneca
Mississauga, ON · Canada - Mississauga
- Full-time
Brand Strategy Leadership: Lead the cross-functional brand team to drive growth, align on strategic priorities, and deliver consistent execution.
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Design Aérostructure / Airframe Design
Airbus
Mirabel, QC · Montreal, QC
- Full-time
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Corporate Controller
Scotia Tirecraft
Mississauga, ON
- Full-time
Lead – Manage personnel in the accounting department. Create and deliver annual performance evaluations for the accounting team and provide guidance/leadership as needed. Initiate employee…
Added 8 mins ago
SS
Recreation Aide- Permanent Casual- 8:00 to 16:00
Sienna Senior Living
Lake Country, BC
- Part-time
Are you passionate about making a difference in the lives of others? Join our team at Sienna Senior Living Long Term Care and become a vital part of our resident-centered community. As a…
Added 8 mins ago
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Senior Consultant, Executive Search & Recruitment
MNP
Edmonton, AB
- Full-time
Collaborate with the engagement lead and broader search team to develop search strategies, identify target organizations and build prospective candidate lists through research, market…
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Plant Director
Agropur
Burnaby, BC
- Full-time
Agropur is looking for an experienced Plant Director to join our Burnaby team
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Category Manager (National Grocery) - Mars Food & Nutrition
Mars
Bolton, ON · BOL-Mars Canada Inc.
- Full-time
This role will collaborate closely with Sales and Category team members, leading the creation of compelling selling stories, planogram recommendations, and analytical tools that support…
Added 8 mins ago
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Business Analyst (Distribution)
Equisoft
Montreal, QC · Quebec, QC · HYBRID - Montreal, Canada
- Full-time
Participate in pre-planning sessions with the Development Team Lead and Product Owner to define next sprint priorities.

Minga

Support Team Lead

Kelowna, BC, V1Y 0C2, Canada

Full-time

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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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