• Serve as the first line of response for customer issues through the Support Portal. • Gather details, reproduce issues when possible, and provide Tier 1 troubleshooting. • Resolve Tier 2 issues when feasible by applying product knowledge and established best practices. • Escalate complex or unresolved cases to Tier 3 with complete documentation. • Maintain accurate records of customer interactions and resolutions in Salesforce and Jira. • Contribute to FAQs, knowledge base articles, and training content to improve customer enablement. • Support Customer Success Managers in customer check-ins and other success initiatives. • Monitor SLA commitments to ensure timely, high-quality responses.

Role Description Do you have a reputation of being highly technical? Are your peers in awe of your Customer Service skills and troubleshooting skills? Do you have an innate passion for driving Customer Success through critical thinking and creative approaches? If so, then Blink’s Customer Service (CS) Technical Support team would like to talk to you! Hours are Sun-Sat with a combination of 4x10 or 5x8 schedules. Key job responsibilities - Providing prompt, efficient, detailed service by engaging directly with Blink’s customers via phone and email - Working with other customer support teams to ensure a consistent and high-quality level of support - Being a voice and advocate for our customers when something doesn’t feel right - Working with customers to understand how they use Blink’s products to resolve their issues and maximize their investments - Acting as an advocate for our customers by reporting and acting on observed areas for improvement - Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience - Assisting with customer communication during Blink’s critical launches and support events - Working across the customer service spectrum to ensure a consistent and highest-quality level of support - Developing detailed knowledge about specific product lines and features - Driving projects that improve support-related processes - Supporting Blink Subscription service A day in the life: As a Technical Support Associate in the CS/Technical Support team, you’ll work on problems at a deep technical level not normally experienced in a typical consumer environment. You will support our Home Security product suite and help customers navigate their own home networking and mobile device configurations. In addition to solving issues for customers and partners, you’ll be a key player recommending product changes, documenting solutions, and automating log analysis. This position affords a lot of personal growth opportunity. Qualifications - 2+ years of customer service experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Experience with Microsoft Office products and applications - 2+ years of technical support experience - 2+ years of supporting and maintaining a corporate network environment experience - Experience in managing firewalls, or experience in Linux and Networking protocols - Experience providing technical support for mobile devices (iOS, Android) - Experience working independently with minimal supervision - Speak, write, and read fluently in German Requirements - Experience troubleshooting and debugging technical systems, or experience working with customers with a passion for delivering exceptional service and experience that includes strong analytical skills, attention to detail, and effective communication abilities - Experience troubleshooting and documenting findings - Experience in oral and written communication - Experience working in a fast-paced work environment - Experience using CRM tools Benefits - The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. - Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. - Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits .

Title: Classroom Success Lead (ON) - (12-month Contract) Location: Toronto ON CA Hybrid Job Description: 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. When we’re searching for individuals to join our team, we look for bold, innovative team players with a passion for education and making a positive difference in our communities. If this sounds like you, we want to hear from you! Apply to join our team today. Let’s Create Possible, one learner at a time. About the Role Nelson Education is looking for a passionate Classroom Success Lead to support the successful implementation and engagement of Edwin provincially. Reporting to the Classroom Success Manager, you will collaborate with other team members to ensure Edwin's seamless integration and ongoing usage, positively impacting students and educators across the province. Your primary responsibilities will include offering tailored support and intervention strategies, ensuring sustainable growth and increasing adoptions provincially. Acting as a Direct Success Lead for Ontario Boards, you will provide customized Classroom Success Team (CST) support, guiding them through the full customer journey—from launch, implementation, ongoing support, through to renewal and expansion. Key Accountabilities - Lead strategic planning, implementation plans, and ongoing support for assigned boards, ensuring alignment with customer goals, system priorities, and instructional initiatives. - Implement targeted engagement and intervention strategies to increase awareness, drive educator adoption, deepen usage, and sustain long-term implementation success. - Build and maintain strong, collaborative relationships with central teams, coordinators, administrators, educators, and key decision-makers across assigned boards. - Partnering with the Math and Literacy curriculum leads to position Edwin as a classroom companion that supports existing board initiatives, instructional priorities, and other classroom resources. - Identify needs and create solutions through professional learning and resources - Facilitate responsive in-person and virtual professional learning sessions, workshops, and demonstrations that support effective classroom integration of Edwin. - Lead and facilitate Leadership Exchange sessions that bring together central teams to network, share best practices, discuss challenges, and strengthen system-wide implementation strategies. - Coordinate and host subject expert Professional Learning Communities (PLCs) that support collaboration and the sharing of effective practices among curriculum leads across the province. - Collaborate cross-functionally with internal teams including Sales, Product, Content, Marketing, and Customer Support to identify barriers, communicate customer feedback, and deliver timely solutions. - Monitor and analyze usage data and engagement metrics to evaluate impact, inform decision-making, and identify opportunities to strengthen adoption and long-term success. - Achieve retention, engagement, and customer success targets while maintaining a high standard of service and support across assigned accounts. Events and Conferences: - Represent the Classroom Success Team and Edwin brand at provincial and industry events. - Promote Edwin’s impact by showcasing its classroom applications to inspire engagement. - Network with board representatives and educators to strengthen adoption, build advocacy, and expand reach. Requirements - Provincially Certified Teacher credentials and a post-secondary education. - Proven experience in customer success, education technology and adult training. - Strong analytical skills with the ability to interpret data and translate insights into actionable strategies. - Excellent communication and relationship-building skills, with a focus on understanding and addressing the needs of educators and administrators. - Proven ability to lead, plan, and manage projects effectively, including guiding teams and coordinating initiatives to achieve strategic goals. - Superior organization skills with the ability to manage multiple tasks and objectives efficiently, maintaining a sense of urgency and results-driven approach. - Customer-focused mindset, with strong attention to detail and exemplary written and verbal communication skills. - Proficient technology skills, including comfort with various online tools. - Exceptional presentation skills with the ability to engage and captivate audiences. Benefits Compensation The base salary range for this contract full-time position begins at $77,000 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 peopleandengagement@nelson.com.

Role Description As we expand, we are seeking a talented Customer Success Team Lead to support and elevate our team of Customer Success Managers (CSMs). This role is pivotal in ensuring CSMs deliver measurable value to our clients, maximize product adoption, and maintain excellent account health. As a CSM Team Lead, you will be responsible for driving performance, supporting team development, and ensuring alignment with key business objectives across growth, retention, and operational success. Responsibilities - Team Leadership & Performance Management - Lead, coach, and support a team of Customer Success Managers to meet performance and growth targets. - Define team priorities and processes to ensure clients receive proactive, timely, and strategic support. - Run regular 1:1s and feedback sessions to track individual performance. - Revenue Growth & Product Adoption - Monitor and support the execution of client expansion strategies. - Help the team identify revenue opportunities and ensure consistent delivery against revenue targets. - Track and report key performance metrics. - Client Retention & Account Health - Oversee the portfolio health of accounts managed by CSMs and support in planning risk mitigation strategies. - Support team to achieve targets for logo churn and revenue retention. - Create frameworks to help the team proactively address pain points before they escalate. - Process Optimization & Efficiency - Improve team workflows to ensure consistency in onboarding, account management, and client communication. - Lead team capacity planning and ensure scalable coverage of a growing client base. - Support in the implementation of playbooks and best practices for client segmentation and success planning. - Cross-functional Collaboration - Partner with the Head of Customer Success on team planning, strategy, and reporting. - Act as the operational bridge between CSMs and internal teams. - Communicate and track customer feedback and insights to inform product and service improvements. Qualifications - 5+ years in Customer Success or a similar role, with 2+ years of team leadership. - Experience managing B2B clients in SaaS, HR-Tech, Fintech in a similar remote-first environment. - Strong understanding of customer lifecycle, account health management, and revenue expansion strategies. - Excellent leadership, communication, and coaching skills. - Analytical mindset and comfort working with KPIs and dashboards. - Proactive, solution-oriented, and highly organized. Benefits - Be part of a fast-growing global company revolutionizing remote work management. - Collaborate with global clients and innovative teams. - Play a critical role in scaling a high-performing Customer Success function. - Work in a collaborative and inclusive environment that values innovation and creativity. - Remote-first environment with a strong culture of ownership and growth. - Competitive compensation, benefits, and opportunities for advancement.