Team Lead, Customer Support

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 contactaccommodations@mealsuite.com.

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.