Faculty Support Specialist

Pearson; Harrisburg (Dauphin County); Remote; USD 55,000 - 60,000; Full time

Benefits offered by this job

Participation in Pearson's annual incentive program

Job summary

A leading educational organization is seeking a Customer Success representative to provide exceptional support to educators. This role involves assisting Faculty Support Agents, handling escalations, and coaching team members. The ideal candidate will have a Bachelor's degree and at least 2 years of experience in a similar capacity. Strong communication skills and adaptability in a fast-paced environment are essential, as well as a knowledge of educational technology. This full-time position offers a salary of $55,000 - $60,000 and the opportunity for remote work.

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology.
• Excellent written and verbal communication skills to convey complex messages clearly.
• Knowledge of educational technology and eagerness to stay updated.

Responsibilities

• Provide support to Pearson educators and assist Faculty Support Agents.
• Coach associates and handle escalations requiring expert help.
• Engage with at-risk adoptions needing additional support.

Skills

Excellent written and verbal communication skills

Organizational and time management skills

Knowledge of educational technology

Problem-solving and analytical skills

Leadership and teamwork

Ability to learn new technologies

Education

Bachelor's degree

2+ years of experience in supporting faculty onboarding

Job description

2 days ago Be among the first 25 applicants

About This Role / What You Will Be Doing

The successful applicant will join a team responsible for providing the highest level of faculty support to Pearson educators, answering inquiries and building understanding with Pearson courseware and its functionality. As part of the team, you will aid the Faculty Support Agents, coaching them, and taking escalations that require expert help. You will be responsible for proactively checking in with top adoptions and engaging with at‑risk adoptions that need added support. The successful candidate will also handle course builds and guidance for accounts where business calls for a higher service level. Whether supporting the associates, dealing with escalations that need careful handling, assisting with special adoptions, or running instructor onboarding sessions, this position requires leadership, strong time management, resourcefulness, and excellent communication skills.

Hours of operations for the team are 8AM-8PM EST (Eastern Standard Time), Monday - Friday. We are currently looking to hire for a 10AM - 7PM EST shift, and a 11AM - 8PM EST shift. Additional coverage hours, including some weekends, will be required during peak volume periods.

Your Background / What we are looking for

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology
• Excellent written and verbal communication skills. You are consistently clear, professional, persuasive, and able to breakdown complex messages in a way that is accessible to all audiences. You can present clearly to all levels, 1:1, and in a group setting
• Curiosity, creative thinking, analytical skills, and the ability to explore alternative solutions to problems are important skills in this role
• Excellent organizational and time management skills with the ability to meet multiple deadlines
• Knowledge of educational technology and the ability to learn, and stay up to date with new technology
• Ability to learn and actively seek new skills, sharing these with your team
• Highly motivated, energetic, and collaborative personality
• Ability to work with cross‑functional/cross‑company teams to resolve faculty needs quickly
• Demonstrated leadership through personal responsibility, accountability, and teamwork
• Flexibility to schedule changes or additional coverage, particularly during peak periods. Some occasional travel may be needed
• Reliable attendance and punctuality are critical to successful performance in this role
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
• Experience working with Pearson Higher Education products and tools would be a bonus

Compensation

Compensation at Pearson is influenced by factors including skill set, experience, and location.

The full‑time salary range for this role is $55,000 - $60,000.

This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here.

Applications will be accepted through 1/9/26. This window may be extended depending on business needs.

Who We Are

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Equal Opportunity Employer

Pearson is an Equal Opportunity Employer and a member of E‑Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [e-mail].

Job Details

Job: Customer Success
Job Family: GO TO MARKET
Organization: Higher Education
Schedule: FULL_TIME
Workplace Type: Remote
Req ID: 22050