Team Lead, Customer Support

About the role

MealSuite is seeking a hands‑on, people‑first Team Lead for its Customer Support department. Reporting to the Manager of Customer Support, you will lead a high‑performing team that assists healthcare and senior‑living partners in using MealSuite’s foodservice technology.

Key responsibilities

• Mentor, coach, and develop team members through regular training, 1:1s, performance reviews, and professional development plans.
• Design and continuously improve support workflows, escalation processes, and operational procedures to boost efficiency and reduce resolution times.
• Act as an escalation point for high‑priority or complex support tickets across calls, chats, and emails, and reassign tickets based on expertise.
• Collaborate with Product, Engineering, and other stakeholders to surface trends, advocate for product improvements, and close the feedback loop.
• Run reports, monitor SLAs and KPIs, and make data‑driven decisions to remove workflow blockers.
• Troubleshoot issues, document defects, and contribute to product growth.

Required profile

• 2‑4 years of experience in technical support, customer success, or client relationship management, preferably in a SaaS environment.
• At least 2 years of people‑management or team‑lead experience.
• Strong communication skills in English; French is a plus.
• Detail‑oriented, able to handle high‑priority escalations while maintaining composure.

Required skills

• Zendesk
• Jira
• Salesforce
• Intercom
• PlanHat