Faculty Success & Customer Support Lead (Remote)

Pearson; Hartford (CT); Remote; USD 60,000 - 90,000; Full time

Job summary

Pearson, a global learning company, is seeking a Customer Success professional to join our Higher Education team. You will provide top-tier faculty support, answer inquiries about Pearson courseware, and coach Faculty Support Associates while handling escalations that require specialist help.

You will also lead course builds, run instructor onboarding sessions, and coordinate with cross-functional teams to ensure at-risk adoptions receive necessary attention.

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding with technology.
• Excellent written and verbal communication.
• Ability to breakdown complex messages for diverse audiences.
• Strong organizational and time management skills.
• Knowledge of educational technology and ability to learn new tools.
• Willingness to travel occasionally.

Responsibilities

• Provide highest level of faculty support and answer inquiries.
• Coach Faculty Support Associates and handle escalations.
• Assist with course builds and high-service level guidance.
• Lead instructor onboarding sessions.
• Collaborate with cross-functional teams to resolve faculty needs.
• Maintain reliable attendance and adapt to peak periods.

Skills

Excellent written and verbal comm

Leadership / coaching

Time management

Cross-functional collaboration

Problem solving / analytical

Willingness to travel

Education

Bachelor's degree

Job description

Pearson, a global learning company, is seeking a Customer Success professional to join our Higher Education team. You will provide top-tier faculty support, answer inquiries about Pearson courseware, and coach Faculty Support Associates while handling escalations that require specialist help.

You will also lead course builds, run instructor onboarding sessions, and coordinate with cross-functional teams to ensure at-risk adoptions receive necessary attention.