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Added 7 mins ago
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Director, Digital & Information Management
AtkinsRéalis
Mississauga, ON · Toronto, ON
- Full-time
Key responsibilities include leading project teams, developing work execution plans, recruiting and assigning team members, managing project deliverables, organizational structure, budget,…
Added 7 mins ago
Senior Talent Programs Advisor
Trans Mountain
Calgary, AB
Trans Mountain is seeking a collaborative, motivated, and values driven individual to join our dynamic team as a Senior Talent Programs Advisor. In this position, you will play a key role…
Added 7 mins ago
GP
Performance Marketing Manager
Generac Power Systems
Toronto, ON · Canada - Toronto
- Full-time
…looking for curious, talented, and passionate people to join our…
Added 7 mins ago
Private Banker
Scotiabank
Vancouver, BC
Team Structure: Our unique team-based operating model means you have strong support for personal and business development. Compensation includes team-based elements that translate to team…
Added 7 mins ago
ScotiaMcLeod Business Development Associate
Scotiabank
Vancouver, BC
…personalized solutions. You’ll be supported by an innovative, team-based environment that values integrity, client focus, and continuous…
Added 7 mins ago
Senior Bridge Manager
Hatch
Vancouver, BC
…creation and construction of our cities? Then the infrastructure team is for…
Added 7 mins ago
FS
Senior Risk Analyst
Financial Services Regulatory Authority (FSRA)
Toronto, ON · FSRA Head Office
- Full-time
At FSRA, we invest in the personal and professional growth of our team. We offer a competitive compensation package that includes an employer-matched defined benefit pension plan, and a…
Added 7 mins ago
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Consumer Experience (CX) Strategy lead
Sanofi
Toronto, ON
- Full-time
Position Title: Consumer Experience (CX) Strategy lead
Added 7 mins ago
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Scientist II
Evonik
Burnaby, BC
- Full-time
Competitive base compensation & bonus; employer paid health & dental benefits complimented with wellness education sessions; Financial planning resources & savings plans including RRSP &…
Added 7 mins ago
Program Manager
The Canada Life Assurance Company
Winnipeg, MB · London, ON · Toronto, ON
Lead program governance and executive forums, providing clear visibility to program health, risks, decisions, dependencies and outcomes
Added 7 mins ago
Director, Life Underwriting
The Canada Life Assurance Company
Canada
Lead, coach and develop a high-performing team of underwriting specialists, setting clear expectations for quality, service, collaboration, learning and accountability
Added 7 mins ago
Senior Manager, Economics Advisory (Ottawa)
EY
Ottawa, ON
…mentoring and formal learning. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders, and in so doing, play a critical role in building a better…
Added 7 mins ago
Principal Product Designer
Momentum Financial Services Group
Toronto, ON
…need it most. With more than 40 years of experience, we’re the team behind Money Mart - Canada’s largest non-bank branch network - and a leader in financial solutions for underserved…
Added 7 mins ago
AE
AE - Merchandising Team Leader (Assistant Manager)
American Eagle Outfitters
Mississauga, ON
- Full-time
As the full-time Merchandising Team Leader, you are the Store Team Leader's "go-to" in developing and implementing the Merchandising strategy for the store. Your passion lies in training…
Added 7 mins ago
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Frontend Developer - Angular
INFOYA
Toronto, ON
- $70,000 to $80,000 CAD / year
- Full-time
The final compensation offered will depend on local market
Added 7 mins ago
CS
Active Living Manager
Cogir Senior Living
Ottawa, ON · Lynwood Park
- Full-time
…bring your drive and energy to our residents? Does motivating a team and delivering superior customer service excite you? Do you have experience and passion for inspiring and motivating…
Added 7 mins ago
Senior Consultant, Professional Services
Bell
Montreal, QC
…supports creativity and growth. Want to be part of a diverse team where your work makes a real impact? If you’re inspired by innovation that advances how people connect and transforms…
Added 7 mins ago
Director, Marketing
ASSA ABLOY
ON · Oakville, ON
As a key member of the leadership team, the Director of Marketing will oversee corporate branding, digital marketing, lead generation, communications, trade shows, customer experience…
Added 7 mins ago
DR
Yard and Warehouse Manager - Burnaby
DMC Recruitment Group
Calgary, AB
- Full-time
Lead, coach, and develop yard and warehouse employees while fostering a positive, accountable team culture.
Added 7 mins ago
FI
Payroll Manager/ Lead - SAP/ECP
FP Inc.
Toronto, ON · Scarborough, ON
- $40 to $50 CAD / hour
- Contract
FP Inc. is committed to creating an inclusive environment where all team members and clients feel like they belong. In accordance with the requirements set out in the Employment Standards…
Added 7 mins ago
F
Customer Success Coordinator
Fundica
Montreal, QC
- Full-time
…(English and French) early-career professional to join our team as a Customer Success Coordinator. You will be responsible for understanding our clients' needs, managing their onboarding…
Added 7 mins ago
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ServiceNow Implementation Architect
Wipro
Mississauga, ON
- Full-time
You are the technical and process authority on a small delivery team, and the person the customer trusts on how the solution should work. You decide the design, set how the team builds it,…
Added 7 mins ago
LL
Director of Finance
Lopes Limited
Sudbury, ON
- Full-time
Finance Department Leadership: Lead and develop the finance team, oversee accounting and payroll, support workforce and compensation planning, and improve financial systems, processes and…
Added 21 mins ago
Senior Software Integration Engineer - Assistant Vice President
iCapital
Toronto, ON
Lead technical analysis and solution design for complex integrations across internal applications, databases, client systems and third-party platforms.
Added 21 mins ago
BDR - Canada - University Graduates (AH-P) (P)
HubSpot
Toronto, ON
The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition…

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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