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 fast-growing team working on meaningful problems that directlyimpactpatient and resident care.

About the Role
Were looking for ahands-on people-firstTeam Lead CustomerSupportto join ourCustomer Support team. Reporting to theManager Customer Supportyoullbe 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

WhatYoullDo

• Be a LeaderMentor coach and developboth existing and new team membersthroughregular trainingweekly1:1s performance reviews and targeted professional development planning.

• Develop Process Improvements Implement and continuouslyoptimizesupport workflows escalations processes and operational procedures to drive efficiency and reduce resolution time across the team

• Be an Escalation PointHandle support calls chats and emails from internal and external usersensuringtimelytriage and resolution of high-priority or complex issuesand reassign tickets based on subject matter and skill level

• Collaborate Cross-FunctionallyCommunicate 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 DecisionsRun reports gather metrics andmonitorSLAs and KPIs to enhance decision-makingand remove workflow blockers.

• Help Develop the ProductTroubleshoot issues and document defectsto ensure seamlessresolutions andassistin overall product growth

What You Bring

• 2-4years of experience intechnical support customer successor client relationship managementpreferablywithin a SaaS environment

• Strong working knowledge ofMealSuiteproducts orcomparable complex software systemsishighly desirable

• Experience in thefoodservice acute care or techindustrystrongly preferred

• 2 years ofexperience in a people management or team lead capacity

• Experience withCRM/Support or Project Management tools such asZendeskJiraSalesforceIntercomPlanHator equivalent.

• Working fluency is both written and spoken Frenchis 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 solvinga strong desireto build relationships with customers and cross-functional teams alike and the ability tomaintaincomposure 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 ifrequired)

Compensation:$72200$86600CAD per year/$62800$75300USD per year

This role requires working onsite in ourCambridge or Dallasofficetwo days per than an hour away apply anywaywereopen to discussing options.

WhyYoullLove Working Here

• Unlimited paid time offyeah 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.

• Healthbenefitsthis includesday onemedical dental and vision options life & disabilityinsurance &paidmaternityand parental leave.

• Hybrid flexibilitywe 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 balancethis is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.

• Participation in our equity programwedlove for you to share inMealSuitessuccess as we continue to grow!

• Opportunities for career development and advancementwe support our employees in pursuing and achieving their professional goals.

• Purposeful work with a positive community impactmore than 90% of our North American employees agree that the companys purpose aligns with their personal values. Learn more about our values at want to ensure that everyqualified individual has an equal opportunity to work with you require accommodationtoour application processpleasecontact

  MealSuiteuses 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.