Faculty Support Lead - Customer Service & Onboarding

Pearson; Des Moines (IA); Hybrid; USD 50,000 - 70,000; Full time

Job summary

Pearson is seeking a proactive Faculty Support Lead to join our Higher Education team. You will mentor Faculty Support Associates, handle escalations, and help top adoptions succeed by providing timely guidance and proactive outreach.

Hours of operation run 8 AM to 8 PM EST, Monday through Friday, with additional coverage during peak periods and some weekends as needed. The role requires leadership, excellent communication, strong organizational skills, and the ability to work with

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology.
• Excellent written and verbal communication skills; able to break down complex messages for all audiences.
• Curiosity, creative thinking, analytical skills, and ability to explore alternative solutions.
• Excellent organizational and time management skills with ability to meet multiple deadlines.
• Knowledge of educational technology and ability to learn new tech quickly.
• Ability to learn and share new skills with the team.
• Motivated, energetic, and collaborative personality.
• Ability to work with cross-functional teams to resolve faculty needs quickly.
• Demonstrated leadership through personal responsibility, accountability, and teamwork.
• Flexibility for schedule changes and some travel during peak periods.
• Reliable attendance and punctuality.

Responsibilities

• Provide faculty support and answer inquiries to build understanding of Pearson courseware.
• Coach Faculty Support Associates and manage escalations requiring expert help.
• Proactively check in with top adoptions and support at-risk adoptions.
• Handle course builds and provide guidance for high-service accounts.
• Lead instructor onboarding sessions and collaborate with cross-functional teams.

Skills

Communication skills

Time management

Team collaboration

Leadership

Education

Bachelor's degree or 2+ years onboarding support with technology

Tools

Pearson tools

Job description

Pearson is seeking a proactive Faculty Support Lead to join our Higher Education team. You will mentor Faculty Support Associates, handle escalations, and help top adoptions succeed by providing timely guidance and proactive outreach.

Hours of operation run 8 AM to 8 PM EST, Monday through Friday, with additional coverage during peak periods and some weekends as needed. The role requires leadership, excellent communication, strong organizational skills, and the ability to work with