Team Lead, Customer Support

Nelson Education LTD • Toronto, ON

1d • Hybrid

About The 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.

Requirements

• 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
• Completion of a post-secondary education or equivalent

Nice To Haves

• Relevant line of business certification preferred.
• Minimum 2-3 years of progressive management experience or equivalent
• Some background in education is an asset.

Responsibilities

• 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.

Benefits

• 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
• 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
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree