Team Lead, Customer Support

MealSuite•Cambridge, ON

16h•CA$72,200 - CA$86,600•Hybrid

About The Position

MealSuite is seeking a hands-on, people-first Team Lead, Customer Support to join their Customer Support team. This role reports to the Manager, Customer Support and involves leading and developing a high-performing support team while assisting healthcare and senior living partners in enhancing their foodservice operations through MealSuite's technology. The position focuses on driving operational improvements and resolving complex challenges.

Requirements

2-4 years of experience in technical support, customer success, or client relationship management, preferably within a SaaS environment.
2+ years of experience in a people management or team lead capacity.
Experience with CRM/Support or Project Management tools, such as Zendesk, Jira, Salesforce, Intercom, PlanHat or equivalent.
Astute communication skills with a strong ability to translate complex technical issues into clear, simple to understand language for both internal and external stakeholders.
A proven dedication to coaching and mentorship who is comfortable developing talent and providing actionable feedback.
Detail-oriented approach to problem solving, a strong desire to build relationships with customers and cross-functional teams alike, and the ability to maintain composure when handling high-priority escalations or competing demands.
Ability to thrive in a collaborative, fast-moving environment.
Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required).

Nice To Haves

Strong working knowledge of MealSuite products or comparable complex software systems is highly desirable.
Experience in the foodservice, acute care, or tech industry strongly preferred.
Working fluency is both written and spoken French is considered an asset.

Responsibilities

Mentor, coach, and develop existing and new team members through regular training, weekly 1:1s, performance reviews, and targeted professional development planning.
Implement and continuously optimize support workflows, escalations processes, and operational procedures to drive efficiency and reduce resolution time across the team.
Handle support calls, chats, and emails from internal and external users, ensuring timely triage and resolution of high-priority or complex issues and reassign tickets based on subject matter and skill level.
Communicate cross-functionally with Product, Engineering, and other stakeholders to surface customer-reported trends, advocate for product improvements, and close the feedback loop with the support team.
Run reports, gather metrics, and monitor SLAs and KPIs to enhance decision-making and remove workflow blockers.
Troubleshoot issues and document defects to ensure seamless resolutions and assist in overall product growth.