Customer Support Team Lead, Core Support

About the Organization

Nelson Education Ltd. is a Canadian-owned K-12 publisher and a long-standing provider of education content in Canada. The company focuses on building innovative products and solutions for learners nationwide, with an emphasis on accessible, engaging, and effective learning experiences.

Nelson’s mission is to make learning work for everyone by developing curriculum-aligned content that supports different learning styles and encourages critical thinking, creativity, and lifelong learning. Its digital learning ecosystem, Edwin, is designed to support classroom success through curriculum-linked resources, interactive tools, and strong support for students and educators.

Through this work, Nelson aims to improve how knowledge is created and shared, and to positively shape education one learner at a time.

Role Summary

The Customer Support Team Lead for Core Support is responsible for the daily leadership, performance management, and operational delivery of the core customer support team. The role ensures customer interactions are handled accurately, efficiently, and in line with internal quality standards and external service expectations.

Reporting to the Senior Manager, Customer Support, this position turns broader strategy into day-to-day execution by guiding team performance, reinforcing service standards, and ensuring the Core Support team functions as a dependable and scalable part of Customer Operations.

This is a key frontline leadership role that combines real-time operational oversight with continuous improvement, people development, and collaboration across departments.

Key Responsibilities

• Supervise, coach, and support Customer Support Representatives to build a high-performing, accountable, and customer-first team culture.
• Set clear performance goals, track KPIs, provide regular feedback, and help the team meet or exceed service expectations.
• Oversee daily Core Support activities, including inquiry handling, accurate order processing, returns and credits, and other customer requests, while meeting SLA requirements.
• Maintain accurate and consistent use of Salesforce Service Cloud so customer interactions are recorded properly and information remains reliable across teams.
• Serve as the main escalation contact for complex or high-impact issues, ensuring timely resolution and clear communication with stakeholders.
• Spot process gaps, lead improvements, and keep SOPs current to strengthen productivity, service consistency, and customer satisfaction.
• Support onboarding, training, and ongoing development so team members have the tools and knowledge needed to perform well.
• Work closely with Sales, Finance, Operations, and other internal groups to coordinate workflows, exchange insights, and resolve recurring issues affecting the customer experience.
• Track capacity, operational risks, and peak-volume periods, and put practical measures in place to protect business continuity and service quality.
• Drive efficiency initiatives, including new tools, updated workflows, and automation improvements.
• Carry out quality reviews and coaching sessions to improve service delivery, support compliance, and elevate the overall customer experience.

Requirements

• Strong independent problem-solving ability.
• A clear commitment to customer satisfaction.
• Excellent communication skills and the ability to work effectively with both internal and external stakeholders.
• A customer-first, goal-driven, and results-oriented mindset.
• Comfort handling deadlines and multiple priorities at once.
• Solid customer service capability.
• Strong spoken and written communication skills.
• Highly organized, with a strong eye for accuracy and detail.
• Ability to adapt to cyclical peak periods and higher workloads.
• Self-directed, motivated, and comfortable working in a team setting.
• Post-secondary education or an equivalent combination of education and experience.
• Relevant line-of-business certification is preferred.
• At least 2–3 years of progressive management experience, or equivalent.
• Experience in education is considered an asset.

Compensation and Work Arrangement

This is a full-time contract role with a starting base salary of 65,000 CAD per year, depending on experience.

The position is primarily on-site, with some hybrid flexibility. Standard working days are Monday to Friday during normal business hours.

Benefits and Perks

• Commuter-friendly office location at Sheppard & Don Mills.
• Free on-site parking.
• Complimentary shuttle service between Don Mills Subway Station and the office.
• Access to an on-site fitness centre and fitness classes.
• Access to LinkedIn Learning for ongoing skill development.
• Mentorship and professional growth opportunities.
• Employee Assistance Program with confidential support for mental health, financial counselling, and related needs.
• Flexible and customizable health, dental, and paramedical coverage for employees and families.
• Health Spending Account for eligible medical, hospital, or dental expenses not covered by insurance.
• Personal Spending Account for wellness-related costs such as fitness and health products.
• Pension plan with employer matching contributions.
• Registered Retirement Pension Plan to support long-term financial planning.
• Annual education reimbursement for professional development.
• Hybrid work options with remote and in-office flexibility.
• Flexible working hours, depending on the division.
• Paid time off that may include vacation, sick leave, parental leave top-up, personal days, and more.
• Annual paid volunteer day.
• Office closure from Christmas through New Year’s.
• Summer Fridays.

Additional Information

Nelson encourages candidates to apply even if they do not meet every qualification listed.

The organization is committed to equity, diversity, and inclusion, and aims to create a respectful workplace where people from all backgrounds can belong and contribute.

Nelson states that it uses AI-supported tools in its applicant tracking system for tasks such as summarizing information and anonymizing applications. All screening, assessment, and hiring decisions are made by people.

For interviewees for publicly advertised roles, the company says it will share hiring outcomes no later than 45 days after the final interview.

Nelson is an equal opportunity employer and does not discriminate based on age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status.

Accommodation is available during the recruitment and selection process for candidates who require it.

Equity, Diversity and Inclusion Statement

Nelson emphasizes truth, honesty, integrity, and respect in its work and says it is committed to building inclusive learning solutions and a workplace that reflects many cultures, backgrounds, perspectives, and opinions. The company also highlights its responsibility to build equitable relationships with partners and to set measurable goals that embed inclusion across its workplace, content, and broader community impact.

What Nelson Values

The organization positions education as a way to create positive social change and believes that stronger outcomes come from inclusive, respectful collaboration. It describes itself as working to create an environment where people are free to be themselves and where inclusion is part of the company’s culture and mission.