Faculty Support Specialist & Escalations Coach

Pearson; Phoenix (AZ); On-site; USD 52,000 - 78,000; Full time

Job summary

Pearson is seeking a proactive Faculty Support Lead to empower educators and ensure seamless use of Pearson courseware. You will coach Faculty Support Associates, resolve escalations, and drive successful adoptions while maintaining high service levels.

You will proactively check in with top adoptions, support at-risk accounts, and oversee course builds along with instructor onboarding sessions. Strong communication, organization, and cross-functional collaboration are essential in this role at

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding with technology.
• Excellent written and verbal communication; 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 the ability to meet multiple deadlines.
• Ability to learn and share new skills with the team.
• Experience with Pearson Higher Education products/tools is a bonus.

Responsibilities

• Provide top-level faculty support and coach Faculty Support Associates.
• Handle escalations that require expert help.
• Proactively check in with top adoptions and support at-risk adoptions.
• Manage course builds and guidance for high-service accounts.
• Lead instructor onboarding sessions and collaborate with cross-functional teams.

Skills

Excellent written and verbal comms

Leadership and coaching

Time management

Cross-functional collaboration

Adaptability and problem solving

Education

Bachelor's degree

2+ years experience in faculty onboarding support

Tools

Pearson Higher Education tools

Job description

Pearson is seeking a proactive Faculty Support Lead to empower educators and ensure seamless use of Pearson courseware. You will coach Faculty Support Associates, resolve escalations, and drive successful adoptions while maintaining high service levels.

You will proactively check in with top adoptions, support at-risk accounts, and oversee course builds along with instructor onboarding sessions. Strong communication, organization, and cross-functional collaboration are essential in this role at