Be a Leader – Mentor, coach, and develop both existing and new team members through regular training, weekly 1:1s, performance reviews, and targeted professional development planning.
Develop Process Improvements – Implement and continuously optimize support workflows, escalations processes, and operational procedures to drive efficiency and reduce resolution time across the team
Be an Escalation Point – 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
Collaborate Cross-Functionally – 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
Make Data-Driven Decisions – Run reports, gather metrics, and monitor SLAs and KPIs to enhance decision-making and remove workflow blockers.
Help Develop the Product – Troubleshoot issues and document defects to ensure seamless resolutions and assist in overall product growth

2-4 years of experience in technical support, customer success, or client relationship management, preferably within a SaaS environment
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
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.
Working fluency is both written and spoken French is considered an asset
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)

Team Lead, Customer Support

Key skills