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.Werea 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 Support,youllbe 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 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 PointHandle 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-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 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.Ifyouremore 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 inMealSuite'ssuccess 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(url removed)/careers.

We want to ensure that everyqualified individual has an equal opportunity to work with us.If you require accommodationtoour application process,pleasecontact(url removed).

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.