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Added 20 mins ago
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Associate Technical Account Manager
Yardi
Toronto, ON
- $69,600 to $73,100 CAD / year
- Full-time
…Residential Client Service's Team as an Associate Technical Account Manager (ATAM) and be part of the forefront of innovation in the real estate industry! As an ATAM, your main role will be…
Added 20 mins ago
CC
Client Services Coordinator
Canadian Cancer Society
Montreal, QC
- Temporary
…hour facility to ensure the safe & effective coordination, implementation and delivery of the lodge program, in alignment with program standards, policies &…
Added 20 mins ago
TC
District Manager (East Region)
Toronto Community Housing
Toronto, ON · Scarborough, ON
- Full-time
Reporting to the Assistant General Manager (AGM), the District Manager provides leadership to the service delivery of day-to-day building services related to demand maintenance and cleaning…
Added 20 mins ago
IP
Manager - Coating Technologies & Development
IMPACT Pump Solutions
Calgary, AB
- Full-time
The Manager – Coating Technologies & Development is responsible for the safe, efficient, and effective leadership of the company’s coating and associated manufacturing operations, including…
Added 20 mins ago
E
Payroll Specialist
Enkel
Vancouver, BC
- Full-time
Enkel is a forward-thinking accounting and technology firm dedicated to providing cloud-based bookkeeping and accounting solutions to Canadian businesses and Not-for-Profit organizations.…
Added 20 mins ago
SAP ABAP Developer - SAP Technical Services
Capital Regional District
Victoria, BC
Division: Technology and Digital Transformation
Added 20 mins ago
NSGEU - LESES - Educational Assistant 5.50
Nova Scotia Regional Centres for Education & CSAP
Avonport, NS
Assist in the operation of support equipment, including lifts and assistive technology.
Added 36 mins ago
PH
RN Select Medicine and Cystic Fibrosis Clinics
Providence Healthcare
Vancouver, BC
- Temporary
…families, visitors and staff.Reporting to the Patient Care Manager, the Staff…
Added 36 mins ago
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Manager, Operational Foundations
Thumbtack
Remote, Canada
- Full-time
- Remote
As the Manager, Operational Foundations, you will lead the team responsible for the systems, processes, and support capabilities that make partnerships easier to launch and scale. Reporting…
Added 36 mins ago
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Security Platform Analyst
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto Atria
- Full-time
…that run the operational services that align to the security technology supporting the overall Information Security program. They participate in the support of the Sun Life Cyber Security…
Added 50 mins ago
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Accountant (Systems Analyst)
SaskTel
Regina, SK
- Full-time
At SaskTel, big ideas come to life. We're a team of curious thinkers, bold innovators, and problem-solvers who make technology work better for people, businesses, and communities across…
Added 50 mins ago
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Digital Task and Project Support Lead
Jacobs
Toronto, ON
- $85,000 to $100,000 USD / year
- Full-time
…internal and client‑facing digital delivery teams with the implementation of digital services across sectors, with a particular emphasis on environment. The role blends task management,…
Added 50 mins ago
FC
Senior Supply Chain Specialist
Federated Co-operatives Limited
Saskatoon, SK
- Full-time
The Team: You will work closely with Supply chain team, will have 3 direct report(s), and will report into the Senior Manager, Replenishment. This team strives to cultivate a culture highly…
Added 50 mins ago
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Manager, Pricing & Competitive Intelligence
RFNOW
Virden, MB
- Full-time
Lead end-to-end implementation of approved pricing changes with Billing, Sales and Care - with clear, sellable offer documentation so every channel can sell it on day one
Added 50 mins ago
J
Digital Task and Project Support Lead
Jacobs
Calgary, AB
- $85,000 to $100,000 USD / year
- Full-time
…internal and client‑facing digital delivery teams with the implementation of digital services across sectors, with a particular emphasis on environment. The role blends task management,…
Added 50 mins ago
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Senior Manager, Product Development and Delivery
CIBC
Toronto, ON
- Full-time
As a member of CIBC’s team, the Senior Manager, Product Development and Delivery is a seasoned technology delivery leader responsible for overseeing complex projects and a portfolio of…
Added 50 mins ago
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Senior Project Manager, Municipal Engineering
WSP
Fort McMurray, AB
- Full-time
As a Senior Project Manager in our Municipal Engineering team, you will manage client relationships, oversee project delivery, support business development initiatives, and provide…
Added 1 hour ago
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Health & Safety Advisor
Agropur
Boisbriand, QC
- Full-time
Reporting to the Regional Health & Safety Manager, the Health & Safety Advisor will have the following responsibilities. This role offers the opportunity to join an organization undergoing…
Added 1 hour ago
Sr. Manager, Cyber Security
UFA Co-operative Ltd.
Calgary, AB
Reporting to the Director, Cyber Security & Infrastructure, the Senior Manager, Cyber Security leads UFA's Cyber Security team and is accountable for the day-to-day delivery and continuous…
Added 1 hour ago
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Junior Project Manager
Westpower Equipment Ltd.
Calgary, AB
- Full-time
Support the development and implementation of standardized project processes, trackers, reporting tools, and best practices under the guidance of the Project Management Manager.
Added 1 hour ago
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Manager, Digital Solutions
City of Saint John
Saint John, NB
- Full-time
The Manager, Digital Solutions, is responsible for the delivery and ongoing management of the City’s enterprise applications, digital solutions, and data and information management…
Added 1 hour ago
TS
TDS Operations Analyst I, Client Enablement
TD Securities
Toronto, ON
- Full-time
…transformation manner while raising standards in data management through technology, governance, and processes that deliver sustainable results. We are a diverse and talented team that…
Added 1 hour ago
TS
TDS Operations Analyst II, Client Enablement
TD Securities
Toronto, ON
- Full-time
…transformation manner while raising standards in data management through technology, governance, and processes that deliver sustainable results. We are a diverse and talented team that…
Added 1 hour ago
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Clinical Research Manager
RI-MUHC | Research Institute of the MUHC | #rimuhc
Montreal, QC
- Full-time
…governmental guidelines and regulations, the Clinical Trial Project Manager is responsible for the operational management of multicentre clinical research studies. The Project Manager…
Added 1 hour ago
CO
Manager, Library Services
City of Winnipeg
Winnipeg, MB
- Full-time
Under the general direction of the Director of Community Services, the Manager of Library Services is responsible for the strategic planning, development, implementation, administration and…

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.

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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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