Support Team Lead

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 teammateThe 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 coachingSet daily and weekly expectations against SLA, CSAT, resolution and quality targetsOnboard and ramp new support team membersBuild a culture of continuous learning, ownership and great serviceDaily Operations
Own the support queue: triage, prioritization, routing and SLA adherenceBuild and manage the support schedule, including coverage plans for peak periods and time offAct as the first escalation point;
resolve complex ticketsand know when to bring in Implementation, Account Management, Product or EngineeringOwn bug reporting: make sure issues reach Engineering with clear reproduction steps, and keep customers updatedWork tickets yourself, especially complex, sensitive or escalated issuesQuality & Improvement
Run the QA process for agents and the AI support tool, and turn findings into coachingTrack and report support metrics to the Sr. Manager, Support & ImplementationSpot trends and recurring issues in support data, and propose fixes to process, help content or productKeep support playbooks, macros and internal documentation currentPartnership
Manage Intercom configuration, AI responses and help center contentCoordinate with Digital Customer Success & Education and Implementation on knowledge base requirements and updatesHelp cross-train team members on commonWhat We Require
3+ years in customer support in a SaaS environmentExperience as a team lead, senior agent, mentor or acting supervisorStrong command of support operations: queues, SLAs, scheduling and escalation handlingHands-on experience with Intercom or a similar support platform;
experience with AI support is an assetComfortable with support metrics and using data to make day-to-day decisionsExcellent written and verbal communicationK-12 EdTech experience is an assetWho You Are
Calm and steady in a busy queue, and the person the team looks to during peak timesA coach first: you help people solve problems rather than solving them for themHands-on: you're happy to jump into the queue and lead by exampleOrganized and decisive: you make the call on priorities and coverage and keep things movingCustomer-obsessed: you care that every educator leaves the conversation with their problem solvedCompensation 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 judgmentLeverage 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.
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