Team Lead, Customer Support

As the largest Canadian-owned and operated K-12 publisher, Nelson Education Ltd. is Canada's only heritage education content provider, known for its innovative products and solutions catering to learners across the country.

Nelson is on a mission to make learning accessible, engaging, and effective for all. That's why Nelson continuously strives to create dynamic curriculum-aligned content that caters to diverse learning styles, fostering critical thinking, creativity, and life-long learning.

In response to the evolving education landscape, Nelson developed Edwin, a digital learning ecosystem. Edwin is a learning platform for classroom success, providing curriculum-linked content, engaging tools and unparalleled support to reach every student.

Nelson is redefining education and making a positive impact on the way knowledge is acquired and shared by creating the possible, one learner at a time.

About this position  

The Customer Support Team Lead, Core Support is accountable for the day-to-day leadership, performance, and operational execution of the Core Customer Support function. This role owns the delivery of consistent, high-quality customer experiences, ensuring all interactions are managed efficiently, accurately, and in alignment with internal standards and external service level expectations.

Reporting to the Senior Manager, Customer Support, the Team Lead is responsible for translating strategic direction into operational execution — driving team performance, reinforcing service standards, and ensuring the Core Support function operates as a reliable and scalable foundation within Customer Operations.

This role serves as the primary point of accountability for frontline support delivery, balancing real-time operational management with continuous improvement, team development, and cross-functional coordination.

Key Accountabilities 

• Lead, coach, and develop a team of Customer Support Representatives, fostering a high-performance, accountable, and customer-focused culture.
• Establish performance expectations, monitor KPIs, provide regular feedback, and ensure team members meet or exceed service standards.
• Manage daily operations of Core Support, including timely resolution of inquiries, accurate order processing, returns/credits, and other customer requests, while ensuring SLA compliance.
• Ensure consistent and accurate use of CRM systems (Salesforce Service Cloud) to capture customer interactions, maintain data integrity, and enable cross-functional visibility.
• Act as the primary escalation point for complex or high-impact customer issues, ensuring rapid resolution and appropriate communication with stakeholders.
• Identify operational inefficiencies, lead process improvements, and maintain SOPs to improve team productivity, service consistency, and customer satisfaction.
• Support team onboarding, training, and development, ensuring all team members are equipped with the knowledge and skills to perform effectively.
• Collaborate with internal stakeholders, including Sales, Finance, and Operations, to align workflows, share insights, and address systemic issues impacting customer experience.
• Monitor operational risks, capacity constraints, and high-volume periods, implementing solutions to maintain business continuity and service quality.
• Lead initiatives to improve team performance and efficiency, including adoption of new tools, workflows, and automation enhancements.
• Conduct quality reviews and coaching to elevate service delivery, ensure compliance, and continuously improve customer experience.

Requirement 

• Independent problem-resolution skills
• High regards for customer satisfaction
• Highly communicative with internal and external stakeholders and works cross-functionally.
• Customer focused, goal oriented and results driven.
• Deadline oriented with ability to work on multiple tasks.
• Strong customer service skills
• Good verbal and written communication skills
• Well-organized, with excellent attention to accuracy and details
• Comfortable and adaptable to work peak times and volumes (cyclical)
• Self-motivated and team-oriented
• Customer focused, goal oriented and results driven.
• Completion of a post-secondary education or equivalent
• Relevant line of business certification preferred.
• Minimum 2-3 years of progressive management experience or equivalent
• ·Some background in education is an asset.

Compensation

The base salary for this full-time contract position begins at $65,000 per annum based on experience. Compensation is part of our broader Total Rewards package, which includes benefits and programs that support employee well-being and growth.

What We Offer

At Nelson, we believe in taking care of our people.

Your well-being, growth, and work-life balance matter to us, which is why we offer a comprehensive benefits package designed to support you - professionally and personally.

The below benefits apply to this temporary contract position:

• This role is primarily on-site with some hybrid flexibility, M-F, standard business hours
• Commuter friendly location (Sheppard & Don Mills)
• Free parking on-site
• Free, convenient shuttle bus service from Don Mills Subway Station to and from the office
• Access to on-site fitness center and fitness classes
• Access to LinkedIn Learning for continuous skill growth
• Mentorship and professional development opportunities
• A comprehensive Employee Assistance Program (EAP) providing confidential support spanning from mental health services to financial counselling, and many things in-between.
  

Don't have 100% of the above qualifications? Do you still think Nelson is a great fit for you? We encourage you to apply anyway!

Our EDI Statement

Nelson teaches the world by learning from everyone in it. 

We are committed to fostering an equitable, diverse, and inclusive workplace environment. This is an integral part of our company’s culture and mission that aligns with our four key pillars of Employee Diversity, Developing Authentic and Accurate Content, Amplifying External Voices, and Supporting the Local Community and Beyond.

We believe in the power of education and our ability to impact social change.  Truth, honesty, integrity, and respect guide our decisions and actions in the development of learning solutions that empower success for all educators and learners. 

We value a respectful, inclusive, and safe workplace that nurtures belonging and represents many different cultures, backgrounds, perspectives, and opinions.  Everyone is free to be who they are. 

We foster and continue to build relationships that are equitable, diverse, and inclusive with existing and future partners in education.

We commit to holding ourselves accountable by creating measurable short and long-term goals that place equity, diversity, and inclusion at the core of what we do in our resources, the workplace, the educational community, and in the larger society. 

We strive to build an inclusive world for everyone.  We are stronger together.

AI and Automated Hiring Tools

Nelson uses AI support tools in our applicant tracking system to help with tasks such as summarizing points and anonymizing applications. All candidate screening, assessments, and hiring decisions are done by people.

Interview Outcome Notification

Nelson is committed to keeping candidates informed. All candidates who attend an interview for a publicly advertised role will be notified of the outcome of their candidacy.  Candidates will be notified of the hiring decision no later than 45 days after the last interview.

Our Commitment

Nelson is an equal opportunity employer and is committed to Inclusion, Equity and Diversity. As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status. 

Should you require any accommodation during our recruitment and selection process, please reach out to [email protected].

Compensation

The base salary range for this position starts at $53,000 per annum based on experience. Compensation is part of our broader Total Rewards package, which includes benefits and programs that support employee well-being and growth.

What We Offer

At Nelson, we believe in taking care of our people.

Your well-being, growth, and work-life balance matter to us, which is why we offer a comprehensive benefits package designed to support you—professionally and personally.

Health & Wellness

• Flexible and customizable health, dental, and paramedical plans for employees and their families
• Health Spending Account (HSA) for medical, hospital, or dental costs not covered by insurance
• Personal Spending Account (PSA) for wellness expenses, including fitness and health related products
• A comprehensive Employee Assistance Program (EAP) providing confidential support spanning from mental health services to financial counselling, and many things in-between

Financial & Professional Wellbeing

• Pension plan with company matching contributions
• Registered Retirement Pension Plan to help secure your future
• Annual educational reimbursement for professional development
• Access to LinkedIn Learning for continuous skill growth

Flexibility & Time Off

• Hybrid work model with remote and in-office options
• Flexible work hours (divisional dependent)
• Generous paid time off policies, including vacation time, sick leave, parental leave top-up, personal days, and more
• Annual paid volunteer day to support causes you care about
• Holiday closure from Christmas to New Year’s
• Summer Fridays
  

Don’t have 100% of the above qualifications? Do you still think Nelson is a great fit for you? We encourage you to apply anyway!  

Our EDI Statement

Nelson teaches the world by learning from everyone in it. 

We are committed to fostering an equitable, diverse, and inclusive workplace environment. This is an integral part of our company’s culture and mission that aligns with our four key pillars of Employee Diversity, Developing Authentic and Accurate Content, Amplifying External Voices, and Supporting the Local Community and Beyond.

We believe in the power of education and our ability to impact social change.  Truth, honesty, integrity, and respect guide our decisions and actions in the development of learning solutions that empower success for all educators and learners. 

We value a respectful, inclusive, and safe workplace that nurtures belonging and represents many different cultures, backgrounds, perspectives, and opinions.  Everyone is free to be who they are. 

We foster and continue to build relationships that are equitable, diverse, and inclusive with existing and future partners in education.

We commit to holding ourselves accountable by creating measurable short and long-term goals that place equity, diversity, and inclusion at the core of what we do in our resources, the workplace, the educational community, and in the larger society. 

We strive to build an inclusive world for everyone.  We are stronger together.

AI and Automated Hiring Tools
Nelson uses AI support tools in our applicant tracking system to help with tasks such as summarizing points and anonymizing applications. All candidate screening, assessments, and hiring decisions are done by people.

Interview Outcome Notification
Nelson is committed to keeping candidates informed. All candidates who attend an interview for a publicly advertised role will be notified of the outcome of their candidacy.  Candidates will be notified of the hiring decision no later than 45 days after the last interview.

Our Commitment
Nelson is an equal opportunity employer and is committed to Inclusion, Equity and Diversity. As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, national origin, sexual orientation, marital status, citizenship, veteran status, or disability status. 

Should you require any accommodation during our recruitment and selection process, please reach out to [email protected].