# Team Lead, Customer Support > MealSuite · Cambridge, Canada (Hybrid) · Full-time · Posted 2026-05-26 **Workplace:** hybrid **Department:** Customer Support ## Description **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’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](https://www.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 contact_ [_accommodations@mealsuite.com._](mailto:accommodations@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._ ## Apply [Apply at MealSuite](https://apply.workable.com/mealsuite/j/8D5095350F/apply) --- Powered by [Workable](https://www.workable.com)