Customer Support Intern

At Nelson, we’ve been shaping the future of education for children and youth across Canada for over 110 years. As the country’s largest K-12 education content provider, we remain dedicated to our legacy of looking forward, paving the way in creating boundless, accessible, and engaging learning experiences for all.

Our innovative solutions, including Edwin, our digital learning platform, provide curriculum-aligned content that support diverse learning styles while fostering critical thinking, creativity, and lifelong learning. We listen intently to the unique needs of educators, students, and administrators everywhere, and continuously evolve what we do and build to improve their lives daily.

**About the Role**:
The Customer Support Intern will support the Customer Support team by enhancing customer service documentation and managing data. This role provides hands-on experience in reviewing, improving, and creating Standard Operating Procedures (SOPs), supporting customer inquiries, and gaining exposure to industry-leading business platforms such as NetSuite and Salesforce.

**Key Accountabilities**:

- Assist in creating and updating documentation for missing processes and enhancing existing resources with visuals (e.g., images and recordings).
- Support customer service team members by handling a set number of customer cases per week, depending on workload and priorities.
- Receive training on standard customer service processes, including order entry and quoting, to gain a comprehensive understanding of Nelson’s operations.
- Work with the team to develop a roadmap for documentation and process improvement.

**Requirements**:

- Strong attention to detail and organizational skills.
- Ability to analyze and document processes effectively.
- Excellent written and verbal communication skills.
- Familiarity with data management and documentation best practices.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with customer support platforms is an asset.
- Willingness to learn and adapt to new tools and processes.

**Nice to Haves**:

- Experience with NetSuite and Salesforce.
- Knowledge of customer service workflows and best practices.
- Basic design skills for creating visually engaging documentation.

**Who You Are**:

- A proactive and detail-oriented individual who takes initiative.
- A team player with strong collaboration and communication skills.
- A fast learner who is adaptable to a dynamic environment.
- Passionate about problem-solving and process improvement.

**Benefits**

Flexibility & Time Off
- Hybrid work model with remote and in-office options
- Flexible work hours (divisional dependent) - 37.5 hours per week

**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.

**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.