Manager, Customer Support & Operations (Edwin)

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 the Role

The Manager, Customer Support & Operations (Edwin) will be responsible for leading a dedicated team that delivers exceptional customer service to users of Edwin, our digital learning platform. This individual will drive the development, execution, and continuous optimization of customer support processes and operational workflows. The role requires a tech-savvy professional with a strong expertise in building, scaling, and managing customer support teams in fast-paced, technology-driven environments. As a key leader within the organization, this manager will ensure the operational efficiency of the customer support team while aligning with Edwin’s strategic goals and maintaining a high standard of customer satisfaction.

Key Accountabilities

• Ensure Edwin customers consistently receive world-class support by managing and enhancing the customer service experience.
• Design, implement, and optimize customer support operations to accommodate growth, ensuring scalability without compromising quality. Develop and manage processes, workflows, and best practices that meet customer needs and enhance overall service delivery.
• Own the end-to-end processes for customer support, from ticket management to escalation paths, ensuring these processes are well-documented, efficient, and aligned with business objectives. Continuously evaluate and refine processes based on data-driven insights and feedback.
• Leverage your deep understanding of SaaS technologies to manage tools, platforms, and integrations that enable effective support operations.
• Collaborate with product, engineering, sales, and other departments to ensure seamless support for Edwin customers. Stay closely aligned with internal teams to ensure customer feedback and operational needs are communicated effectively.
• Track, analyze, and report on key performance metrics (KPIs) to continuously improve the efficiency and effectiveness of customer support operations. Provide regular updates to leadership on performance trends, operational challenges, and improvement initiatives.
• Manage, coach, and develop a high-performing support team. Set clear performance expectations, provide feedback, and create opportunities for professional growth.
• Proactively identify and address issues that could negatively impact customer satisfaction and retention. Work closely with the team to ensure rapid resolution of customer concerns, ensuring a positive and lasting customer experience.

• 5+ years of experience in Customer Support in a SaaS environment.
• 3+ years of experience managing a team.
• Advanced proficiency in Salesforce Service Cloud is required.
• Advanced proficiency in NetSuite or similar ERPs is a significant asset.
• A high level of comfort with digital tools and technical troubleshooting is required.
• Proven experience in building and scaling customer support operations with a deep understanding of process optimization.
• Exceptional verbal and written communication skills with the ability to articulate complex technical concepts to a non-technical audience and provide clear, actionable guidance.
• Outstanding organizational skills.
• Strong analytical skills with the ability to interpret data, draw insights, and drive improvements based on metrics.
• Experience working in cross-functional teams with business partners at all levels of the organization.
• A deep passion for customer service and creating a world-class experience for all customers.

• Hybrid working model
• Flexible working time
• Competitive compensation
• Great company culture
• Flexible health & dental benefits
• Great benefits and perks, including summer Fridays, partner discounts and more!

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!

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 the recruitment process, please reach out to peopleandengagement@nelson.com.