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Added 11 mins ago
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Application & Systems Operations Delivery Lead
Nutrien
Calgary, AB
- Full-time
…enterprise application platforms. This role provides advanced technical and functional support, coordinates with managed service partners, assists with incident and problem resolution, and…
Added 11 mins ago
R
Robotics & Controls Engineer | Ingénieur(e) en robotique et commande
Relocalize
Montreal, QC
- Full-time
Lead robotics for new cell deployments, from robot selection (payload, reach, inertia) through layout, programming, commissioning and handover to operations.
Added 11 mins ago
IS
Machinist, Red Seal - HSL, Local 1
Irving Shipbuilding
Halifax, NS
- Full-time
…Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive…
Added 11 mins ago
C
IT System Architecture Specialist-EN
CAE
Montreal, QC
- Full-time
…essential. Our enterprise functions don’t just support; they lead, playing a critical role in shaping the company’s path forward and ensuring both clients and employees are ready for the…
Added 11 mins ago
QG
IT Support Analyst - Fulltime Position (On-Site)
QSP Geographics Inc.
Vaughan, ON
- $55,000 to $70,000 CAD / year
- Full-time
Deliver responsive first-level technical support for end users by troubleshooting hardware, software, and connectivity issues, managing service requests, and ensuring timely resolution or…
Added 11 mins ago
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MONTRÉAL [HYBRID] - SIEM Security Engineer Senior
QUANTEAM - North America (RAINBOW PARTNERS Group)
Montreal, QC
- Full-time
- To lead the architecture and engineering of the security solutions in his/her area of responsibility
Added 11 mins ago
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Directeur de comptes entreprise │ Enterprise Account Executive
Evvo
Remote, Canada
- Full-time
- Remote
Added 11 mins ago
Manager, Core Audit - Assurance - Saskatoon
EY
Saskatoon, SK
Understand the client's industry and recognize key performance drivers, business trends, and emerging technical and industry developments. Stay informed of general business/economic…
Added 11 mins ago
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Technician II Utility Service
Enbridge
Atikokan, ON · Fort Frances, ON
- Full-time
Mentor trainees and less experienced employees by sharing technical knowledge and providing constructive coaching and feedback.
Added 26 mins ago
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Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
Lead the development of dashboards, operational reporting, and decision-support tools
Added 26 mins ago
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Senior Security Analyst
Municipal Property Assessment Corporation
Pickering, ON
- Full-time
…security and DevSecOps expertise and thrive on partnering with technical teams to strengthen security and manage…
Added 26 mins ago
TO
Manager, Recreation
Town of Saugeen Shores
Port Elgin, ON
- $120,745 to $137,210 CAD / year
- Full-time
…contribute to Community Services strategic business initiatives, lead and support project teams, and champion corporate goals among…
Added 26 mins ago
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Retail Shift Leader
Canna Cabana
Cranbrook, BC
- Part-time
Completion of high school and College/CEGEP/vocational or technical training required
Added 26 mins ago
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Electrical Engineer
HDR
Toronto, ON
- Full-time
…built environment. This isn’t just a job, it’s a chance to lead innovation, engineer impact, and build a legacy of…
Added 26 mins ago
KC
Entry Level Technical Sales - Burnaby Office
KEYENCE CANADA INC.
Burnaby, BC
- Full-time
We lead by innovating. Our edge is our direct sales force: highly trained, consultative, and relentless about solving our customers' toughest problems.
Added 26 mins ago
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GTM Operations Analyst
Benevity
Remote, Canada
- Full-time
- Remote
We are looking for a GTM Operations Analyst, Lead to own and optimize end-to-end go-to-market operations across the full revenue lifecycle, from Marketing through Closed Won to Renewal and…
Added 26 mins ago
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GTM Operations Analyst
Benevity
Remote, Canada
- $77,800 to $106,920 CAD / year
- Full-time
- Remote
We are looking for a GTM Operations Analyst, Lead to own and optimize end-to-end go-to-market operations across the full revenue lifecycle, from Marketing through Closed Won to Renewal and…
Added 26 mins ago
B
Proposal Writer - 12 Month Term
Benevity
Remote, Canada
- Full-time
- Remote
At Benevity, we are dedicated to our mission and making a positive impact. As a Senior Proposal Writer, you will lead our most complex RFx responses, manage RFx intake, review the team's…
Added 26 mins ago
EG
Senior Architect/Project Manager (Major Aviation Infrastructure)
Egis Group
Toronto, ON
- Full-time
…projects that unite visionary regenerative design thinking with technical…
Added 26 mins ago
EG
Senior Architect (Major Aviation Infrastructure)
Egis Group
Toronto, ON
- Full-time
The successful candidates will possess strong technical expertise, advanced Revit proficiency, and significant experience developing and leading architectural design and construction…
Added 26 mins ago
GD
Business Development Manager, Tactical Comms
General Dynamics Missions System International
Ottawa, ON
- Full-time
…while deepening relationships with existing programs. They will lead at the convergence of market intelligence, solution selling, customer relationships and partnership development. Success…
Added 40 mins ago
CS
Instructor, AI and Machine Learning with Python (Ottawa)
Circuit Stream
Ottawa, ON
- $1,650 CAD / week
- Contract
…and excited to help young people discover where theirs might lead, you’ll thrive…
Added 40 mins ago
JG
Production Support - Mainframe
J&M Group
Toronto, ON
- Contract
Lead conversion, attestation, and audit initiatives
Added 40 mins ago
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Assistant Manager, Guest Experience | Place Ste-Foy
lululemon
Quebec, QC
- Full-time
Added 40 mins ago
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Senior Data Architect
Miratech
Mississauga, ON
- Full-time
This role suits a hands-on Senior or Lead Data Architect who can turn complex reporting requirements into robust, auditable data solutions and explain architectural trade-offs to both…

Minga

Support Team Lead

Kelowna, BC, V1Y 0C2, Canada

Full-time

Apply About employer

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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