Team Lead, Customer Support

About MealSuite MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We’re a fast-growing team working on meaningful problems that directly impact patient and resident care. About the Role We’re looking for a hands-on, people-first Team Lead, Customer Support to join our Customer Support team. Reporting to the Manager, Customer Support ,you’ll be leading and developing a high-performing support team while helping healthcare and senior living partners enhance their foodservice operations through our technology, driving operational improvements and resolving complex challenges along the way What You’ll Do 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 What You Bring 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) Compensation: $72,200–$86,600 CAD per year / $62,800–$75,300 USD per year This role requires working onsite in our Cambridge or Dallas office two days per week. If you’re more than an hour away, apply anyway we’re open to discussing options. Why You’ll Love Working Here Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day. Retirement savings support – we invest in your future with RRSP/401(k) matching at 100% up to 3%, because long-term security matters just as much as day-to-day balance. Health benefits – this includes day one medical, dental, and vision options, life & disability insurance, & paid maternity and parental leave. Hybrid flexibility – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer. Work-life balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing. Participation in our equity program – we’d love for you to share in MealSuite's success as we continue to grow! Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals. Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at mealsuite.com/careers . We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact [email protected]. MealSuite uses AI-assisted tools during parts of the hiring process, including screening and workflow automation. All final hiring decisions are made by people. This is a current vacancy, and we are actively hiring for this position.