About Minga
At Minga, we’re creating the Student Behavior Platform schools can’t imagine running without. We’re on a mission to make school life run smoother and have fun while we’re at it.
We’re a tight-knit team of curious, creative, and low-ego humans who genuinely enjoy working together. We care deeply about the work we do and the people we do it with, and that shows up in how we lead, collaborate, and celebrate.
Our culture is built on trust, ownership, and continuous learning. Whether you’re working from our Kelowna HQ or remotely, you’ll have the autonomy to do your best work, the support to grow, and the opportunity to make a real impact in the lives of educators and students.
The Role
We’re not just hiring for a position, we’re adding a teammate. Someone who wants to help build what’s next, take real ownership, and grow with us along the way.
As the Manager, Customer Support, you will be instrumental in ensuring Minga’s customers receive timely, accurate, and empathetic support across all channels. Reporting to the Director, CX, you will lead and mentor our team of human support agents while simultaneously owning the implementation and optimization of Intercom to introduce and scale our AI-driven customer support capabilities. You will shape our day-to-day support operations, drive efficiency through technology, and maintain high standards for customer satisfaction and team performance.
What You’ll Do
Team Leadership & Development: Lead, coach, and manage a high-performing team of Customer Support Representatives and Customer Support Enablement Lead . Establish clear performance metrics, conduct regular 1:1s, and foster a culture of continuous learning and exceptional service.
AI Strategy: Drive the end-to-end strategy for AI customer support. Managing our Customer Support Enablement Lead who owns the configuration, and launch of Intercom to enhance self-service, automate responses, and improve agent efficiency.
Operational Excellence: Oversee the daily operations of the support team, including scheduling, ticket queue management, bug reporting, and ensuring adherence to service level agreements (SLAs).
Process Optimization: Analyze support data to identify trends, pain points, and opportunities for process improvement. Develop and document support policies, playbooks, and best practices for both human and AI support channels.
Knowledge Base Management: Collaborate with the Digital Customer Success team and Product to ensure our customer-facing help center and self-service content are comprehensive and up-to-date, supporting both Intercom AI and customer self-resolution.
Quality Assurance: Establish and manage a quality assurance framework to monitor and evaluate the performance of both agents and the AI support tool, ensuring a consistently high-quality customer experience.
Cross-functional Collaboration: Partner with Product, Engineering, and Customer Success to escalate critical issues, relay customer feedback, and ensure a unified approach to the customer experience.
Digital Success Integration: Manage the operational and strategic integration of the new Digital Customer Success team into the shared Support inbox. Collaborate with Support leadership to design workflows, ensure clarity of responsibilities, and maintain a cohesive, high-quality customer engagement experience.
What We Require
Experience: 3+ years of experience in a customer support or help desk role within a SaaS environment, with at least 2 years in a management or supervisory position.
Leadership:
Proven ability to coach, motivate, and manage a diverse team of support professionals.
Analytical Skills: Strong ability to define, track, and report on key support metrics and use data to make operational and staffing decisions.
Communication: Exceptional written and verbal communication skills, necessary for both internal team management and creating clear, empathetic customer communications.
Technical Skills: Ideally you have demonstrated experience implementing, configuring, and managing Customer Support tools like Intercom. Experience leveraging AI/Chatbot technology for customer support is a strong asset.
Who You Are
You are a builder who is excited by the challenge of optimizing both a human team and a new technology stack.
You lead by example, maintaining a calm and strategic presence even during peak support times or critical escalations.
You are a proactive problem-solver who seeks out inefficiencies and implements scalable, long-term solutions.
You value transparency, feedback, and a shared commitment to doing great work.
You’re passionate about making a difference and having fun while doing it.
How We Work (and What We Value)
Our values aren’t just what we believe, they’re how we show up every day:
🌱 Growth – Always learning, always evolving
💬 Respect – Every voice matters
🧭 Integrity – Doing what’s right, even when it’s hard
🔥 Passion – Bringing energy and heart to everything we do
What You Can Expect at Minga
Flexible, Hybrid-First Work: Work in a way that works for you. Our hybrid model blends in-office collaboration days with the freedom of remote work. Some roles are fully remote, and we make sure our remote teammates are just as engaged, connected, and celebrated as those in the office.
Inclusive leadership: Monthly CEO Lunch & Learns, open Q&As, and transparent updates; our leadership team listens, acts, and keeps the lines of communication open
Culture of connection: Social events, virtual meetups, and 2 annual offsites to bring everyone together
Growth investment: We invest in you. With dedicated time and budget for growth, you’ll have the freedom to explore, upskill, and expand your impact
Recognition that matters: From Slack shoutouts to company-wide recognition we pause to celebrate progress
Perks with purpose:
Equitable pay + transparency
Flexible PTO (vacation + personal days)
Health, dental, and vision benefits for you & your family
Mental health and wellness support
A team that leads with heart, values every voice, and loves what they do
Sound like your kind of place?
Apply now, we’d love to meet you.
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. Every résumé is reviewed by a human on our team (no bots ghosting you here), and we make it our mission to keep you in the loop from hello to final decision. We believe in clear communication, mutual respect, and making sure every candidate walks away feeling valued; whether we end up working together or not.
If this role feels like a fit, or even a maybe, hit that apply button. We’re genuinely excited to learn more about you.
Let’s build something meaningful together.
