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Added 1 min ago
CC
Maintenance Specialist
Chrysos Corporation
Rouyn-Noranda, QC
- Full-time
In the role as Maintenance Specialist, you will be providing hands-on technical support service to ensure the smooth running of Chrysos Photon Assay equipment.
Added 1 min ago
TI
Payroll Specialist ( SAP)
TekStaff IT Solutions
Toronto, ON
- Contract
1) 3+ years of experience as a Business Analyst, Payroll Manager, Payroll Lead, or equivalent payroll-focused position
Added 1 min ago
HT
Advanced Applications Blow Molding Specialist
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
Added 1 min ago
J
Digital Task and Project Support Lead
Jacobs
Toronto, ON
- $85,000 to $100,000 USD / year
- Full-time
Jacobs is seeking a Digital Task and Project Support Lead to support our internal and client‑facing digital delivery teams with the implementation of digital services across sectors, with a…
Added 1 min ago
HT
Manufacturing Engineer (Contract)
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
Added 1 min ago
SI
Director of Customer Success
Supra ITS
Mississauga, ON
- Full-time
…SupraITS. If you have led account management and customer-facing technical teams in a managed services or technology services business, and you want to own retention, growth, and customer…
Added 1 min ago
SI
Associate Account Executive
Supra ITS
Mississauga, ON
- Full-time
…revenue, paired with a Customer IT Manager (CITM) who acts as the technical co-pilot for architecture, security, and the technology roadmap. The Canadian team covers managed services…
Added 1 min ago
HT
Test Engineering Technologist - Process Packaging
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
Added 1 min ago
HT
Software Validation Technologist
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
Added 1 min ago
HT
PD Software for Service
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
Added 1 min ago
BT
Data Center Facilities Operations Lead
BULL TECHNICAL SERVICES LIMITED
Florenceville-Bristol, NB
- Full-time
Datacenter Facilities Management Lead responsible for coordinating and overseeing day-to-day datacenter facility operations, physical infrastructure availability, environmental controls,…
Added 1 min ago
G
Senior Developer (React, Next.js & TypeScript)
GlobalVariable
Toronto, ON
- Contract
Demonstrated ability to lead, mentor, and coach developers and technical teams.
Added 1 min ago
TC
Senior Product Manager, Oncology
Takeda Canada Inc.
Toronto, ON
- Full-time
Lead Brand Strategy & Planning: Develop and implement integrated brand plans through effective cross-functional collaboration, ensuring strategic alignment across all stakeholders.
Added 1 min ago
AC
AVP, Direct Distribution and Affinity (Personal Lines)
Aviva Canada
Toronto, ON
- Full-time
We are looking for our next AVP, Direct Channel Lead, to help shape and execute Aviva Canada’s Direct distribution strategy and drive profitable, sustainable growth across the channel. This…
Added 1 min ago
A
[T4] Technical Program Manager – Marketing Technology (MarTech)
AMISEQ
Toronto, ON
- $60 to $65 CAD / hour
- Contract
In this role, you will lead complex, cross-functional technical programs, partnering closely with Engineering, Product, and Business teams to drive strategic initiatives from planning…
Added 1 min ago
AI
Appian BPM Developer
Apptoza Inc.
Toronto, ON
- Full-time
Translate business requirements into functional and technical solutions
Added 1 min ago
SI
Senior Vice President, Sales
Supra ITS
Mississauga, ON
- Full-time
You lead leaders. You hire and develop vice presidents and directors, set clear accountabilities, run a disciplined operating cadence, and hold the team to the scorecard. You are visible in…
Added 1 min ago
P
Senior Data Warehouse Developer
Pinnacle
Toronto, ON
- Full-time
Strong verbal and written communication skills with the ability to translate business requirements into scalable technical solutions.
Added 1 min ago
HT
Test Engineering Technologist
Husky Technologies
Bolton, ON
- Full-time
…passion of our people around the world and their desire to lead change. At the same time, we are not afraid to expect a lot and strive for leadership in all of our key markets. We are a…
Added 1 min ago
WE
Hotel Maintenance Manager
West Edmonton Mall Property Inc. (West Edmonton Mall and Fantasyland Hotel)
Edmonton, AB
- Full-time
…department budgets, capital planning, regulatory compliance, technical standards, staffing decisions, preventive maintenance programs, and the safe and efficient operation of hotel…
Added 1 min ago
TC
Business Analyst
Tata Consultancy Services
Calgary, AB
- Full-time
5)Ability to work as part of large team and to lead the team
Added 1 min ago
W
Supply Chain Manager
Worley
AB · Edmonton, AB
- Full-time
…operationally to the Project Manager, the role provides functional and technical leadership and governance to support safe, timely, and cost-effective project delivery while managing…
Added 1 min ago
AC
AVP, Direct Distribution and Affinity (Personal Lines)
Aviva Canada
Markham, ON
- Full-time
We are looking for our next AVP, Direct Channel Lead, to help shape and execute Aviva Canada’s Direct distribution strategy and drive profitable, sustainable growth across the channel. This…
Added 1 min ago
EI
Value Stream Owner
Enercare Inc.
Markham, ON
- Full-time
Lead engaging discovery sessions with business and technical teams to explore needs, challenges, and opportunities.
Added 1 min ago
EC
IT Delivery Manager
Experis Canada
Ottawa, ON
- Contract
5+ years in a senior technical leadership, architecture, engineering leadership, or technical enablement role with responsibility for coordinating multiple technical teams and workstreams.

Minga

Support Team Lead

Kelowna, BC, V1Y 0C2, Canada

Full-time

Apply About employer

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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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