Team Lead, Customer Support (Cambridge)

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’rea quick-growing team working on meaningful problems that directlyimpactpatient and resident care. About the Role We’re looking for ahands-on, people-firstTeam Lead, CustomerSupportto join ourCustomer Support team. Reporting to theManager, Customer Support,you’llbe 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 WhatYou’llDo
- Be a Leader–Mentor, coach, and developboth existing and new team membersthroughregular training,weekly1:1s, 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 Point–Handle support calls, chats, and emails from internal and external users,ensuringtimelytriage and resolution of high-priority or complex issuesand 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, andmonitorSLAs and KPIs to enhance decision-makingand remove workflow blockers.
- Help Develop the Product–Troubleshoot issues and document defectsto ensure seamlessresolutions andassistin overall product growth What You Bring
- 2-4years of experience intechnical support, customer success,or client relationship management,preferablywithin 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 asZendesk,Jira,Salesforce,Intercom,PlanHator 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 solving,a 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:$72,200–$86,600CAD per year/$62,800–$75,300USD per year This role requires working onsite in ourCambridge or Dallasofficetwo days per week.Ifyou’remore than an hour away, apply anywaywe’reopen to discussing options. WhyYou’llLove 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.
- Healthbenefits–this includesday onemedical, dental, and vision options, life & disabilityinsurance, &paidmaternityand; 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’dlove for you to share inMealSuite'ssuccess 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 atmealsuite.com/careers. We want to ensure that everyqualified individual has an equal opportunity to work with us.If you require accommodationtoour application process,. 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. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3qyp7n