Advanced Associate, Customer Service (Program Lead) Pearson

HelpfulRemote; Northern (KY); Hybrid; USD 52,000 - 70,000; Full time

Job summary

HelpfulRemote is seeking a remote liaison role supporting Pearson’s Customer Contact Center and teacher licensing programs. You will handle escalations, provide Tier 2 technical support, and help keep knowledge articles current.

This full-time position requires strong communication, multi-channel support, and adherence to security procedures when handling customer information; onboarding provides training on operations and escalation processes.

Qualifications

• Strong verbal and written communication skills.
• Experience using CRM or case management systems.
• Ability to handle escalated cases professionally.

Responsibilities

• Manage escalations and callbacks.
• Provide Tier 2 technical support.
• Maintain documentation and knowledge articles.
• Communicate program updates to staff.
• Analyze trends to support consistent service delivery.

Skills

Verbal communication

Written communication

Escalation management

CRM experience

Active listening

Tools

CRM software

Case management systems

Job description

This role acts as a liaison between Pearson’s Customer Contact Center and assigned program teams supporting teacher licensing and certification testing. Responsibilities include managing escalations and callbacks, providing Tier 2 technical support, maintaining documentation and knowledge articles, communicating program updates to staff, and analyzing trends to support consistent service delivery for candidates and clients.

Candidates should have strong verbal and written communication skills, the ability to handle escalated cases professionally, and experience using CRM or case management systems. The role requires active listening, adapting communication across phone, email, live chat and case interactions, and following established security procedures when handling customer information.

This is a full-time remote position based in the United States, working 40 hours a week within Customer Contact Center hours of Monday through Friday 7am to 8pm and Saturday 8:45am to 5:15pm Eastern Time. New hires complete a structured onboarding and training period covering program operations, systems, and escalation processes.