Faculty Support Specialist

Pearson; Sacramento (CA); Remote; USD 55,000 - 60,000; Full time

Job summary

A leading educational company is looking for a Customer Success representative in Sacramento, California. This full-time remote position requires strong communication skills and experience in supporting faculty technology setups. Responsibilities include coaching support agents, engaging with faculty, and managing escalations. The salary range is between $55,000 and $60,000, and the role offers opportunities for professional growth.

Qualifications

• Bachelor’s degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology.
• Excellent written and verbal communication skills.
• Good analytical skills and ability to explore alternative solutions.

Responsibilities

• Provide faculty support and handle inquiries with Pearson courseware.
• Aid and coach Faculty Support Agents and manage escalations.
• Proactively engage with top adoptions and at-risk adoptions.

Skills

Excellent communication skills

Organizational skills

Curiosity and analytical skills

Ability to work cross-functionally

Leadership

Flexibility

Education

Bachelor’s degree

2+ years supporting faculty onboarding

Job description

About This Role

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, coach them, and take 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 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 8 AM‑8 PM EST (Eastern Standard Time), Monday‑Friday. We are currently hiring for a 10 AM‑7 PM EST shift and an 11 AM‑8 PM 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. Clear, professional, persuasive, and able to break down complex messages in a way that is accessible to all audiences. 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

Full‑time salary range: $55,000 – $60,000. This position is eligible for Pearson’s annual incentive program. Information on benefits can be found here.

Application Deadline

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

About Pearson

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.

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