Faculty Support Lead – Remote Onboarding & Escalations

Pearson; Lansing (MI); Remote; USD 60,000 - 85,000; Full time

Job summary

Pearson is seeking a Customer Success professional to join our Higher Education team, delivering top-tier faculty support and onboarding. You will coach Faculty Support Associates, handle escalations, and guide accounts with higher service levels, including course builds and instructor onboarding sessions.

This remote, full-time role requires strong communication, leadership, and cross-functional collaboration to keep adoptions on track, especially during peak periods.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years of experience supporting faculty onboarding/set up with technology.
• Excellent written and verbal communication skills; able to simplify complex messages.

Responsibilities

• Coach Faculty Support Associates and handle escalations that require expert help.
• Aid with course builds and provide guidance for accounts needing higher service levels.
• Lead instructor onboarding sessions and ensure timely, high-quality faculty support.

Skills

Communication skills

Organizational skills

Cross-functional teamwork

Leadership

Time management

Adaptability

Travel flexibility

Education

Bachelor's degree or equivalent experience

Tools

Pearson Higher Education tools

Job description

Pearson is seeking a Customer Success professional to join our Higher Education team, delivering top-tier faculty support and onboarding. You will coach Faculty Support Associates, handle escalations, and guide accounts with higher service levels, including course builds and instructor onboarding sessions.

This remote, full-time role requires strong communication, leadership, and cross-functional collaboration to keep adoptions on track, especially during peak periods.