Remote Faculty Support Lead, Customer Success

Pearson; Boise (ID); Remote; USD 55,000 - 75,000; Full time

Job summary

Pearson is seeking a Customer Success professional to join a team delivering top-tier faculty support for Pearson courseware. You will coach Faculty Support Associates, handle escalations, and guide adoptions with clear communication and leadership.

You will run instructor onboarding sessions, assist with course builds, and work with cross-functional teams to resolve faculty needs quickly. Some travel may be required, and reliability and punctuality are essential during peak periods.

Qualifications

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

Responsibilities

• Coach Faculty Support Associates and handle escalations.
• Proactively check in with top adoptions and assist at-risk adoptions.
• Handle course builds and guidance for accounts needing higher service levels.
• Lead instructor onboarding sessions.
• Collaborate with cross-functional teams to resolve faculty needs quickly.

Skills

Communication

Time management

Leadership

Cross-functional work

Educational technology

Education

Bachelor's degree

Tools

Pearson Higher Education tools

Job description

Pearson is seeking a Customer Success professional to join a team delivering top-tier faculty support for Pearson courseware. You will coach Faculty Support Associates, handle escalations, and guide adoptions with clear communication and leadership.

You will run instructor onboarding sessions, assist with course builds, and work with cross-functional teams to resolve faculty needs quickly. Some travel may be required, and reliability and punctuality are essential during peak periods.