Faculty Support Lead — Onboarding & Escalations

Pearson; Saint Paul (MN); On-site; USD 55,000 - 75,000; Full time

Job summary

Pearson is seeking a leader for faculty support to provide high-level assistance to educators using Pearson courseware. You will coach support associates, manage escalations, and guide course builds to ensure superior service.

You will collaborate across teams, manage time effectively, and adapt to peak periods, including some weekend coverage. Strong communication and educational technology knowledge are essential for success.

Qualifications

• Bachelor's degree or 2+ years of experience in supporting faculty onboarding with technology.
• Excellent written and verbal communication, able to break down complex messages for diverse audiences.
• Curiosity, creative thinking, analytical skills, and the ability to explore alternative solutions.

Responsibilities

• Lead and coach Faculty Support Associates and handle escalations requiring expert help.
• Proactively check in with top adoptions and engage with at-risk adoptions needing support.
• Assist with course builds and provide guidance for high-service accounts.
• Conduct instructor onboarding sessions and collaborate with cross-functional teams during peak periods.

Skills

Communication skills

Leadership

Time management

Educational technology

Cross-functional collaboration

Problem solving

Education

Bachelor's degree

2+ years onboarding/tech support

Tools

Pearson Higher Education tools

Job description

Pearson is seeking a leader for faculty support to provide high-level assistance to educators using Pearson courseware. You will coach support associates, manage escalations, and guide course builds to ensure superior service.

You will collaborate across teams, manage time effectively, and adapt to peak periods, including some weekend coverage. Strong communication and educational technology knowledge are essential for success.