Customer Support Representative

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 a Customer Support Representative at Minga, you are eager to learn, grow, and kickstart your career in tech. If you're a strong communicator, a natural problem-solver, and ready to become a subject matter expert, this could be your perfect opportunity.

What You'll Do

• Respond promptly to customer inquiries and provide accurate information about Minga's product and service
• Assist customers in troubleshooting technical issues
• Guide customers through product features and functionalities Including hosting live online training sessions
• Resolve customer complaints or concerns in a timely and professional manner, aiming for customer satisfaction
• Document customer interactions and resolutions accurately in Hubspot
• Collaborate with cross-functional teams such as product and sales to escalate and resolve complex issues
• Proactively identify patterns in customer inquiries or feedback and suggest improvements to product or support processes
• Stay up-to-date with product updates, new features, and industry trends to better assist customers
• Provide feedback to the product team based on customer interactions to improve usability and functionality
• Participate in ongoing training and professional development activities to enhance product knowledge and customer service skills
• Meet or exceed key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.

What We Require

• This role requires 1-2 years relevant technical customer support experience:
• Experience working in a SaaS environment
• Experience with 1:1 virtual support
• Working knowledge of zoom and managing multiple timezone
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor
• Experience in handling customer inquiries via various channels such as email, chat, and phone
• Strong problem-solving abilities to efficiently resolve customer issues and inquiries
• Experience using a CRM (we use Hubspot)
• Ability to multitask and prioritize tasks effectively in a fast-paced environment

Who You Are

• Empathy and patience when dealing with customer concerns or complaints
• Willingness to learn and adapt to new technologies and updates in the SaaS industry
• Capability to work collaboratively with cross-functional teams
• Strong attention to detail to ensure accurate documentation of customer interactions and resolutions
• Proactive mindset to identify recurring issues and suggest improvements to enhance the overall customer experience.
• Maintaining a positive attitude, enjoying life, and balancing work with fun, not taking things too seriously.

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. We are open to hybrid or remote candidates for this role. 

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.