Team Lead, Customer Support

About the role

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 busine

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