Remote Program Lead - Advanced Associate, Customer Service

Pearson; Dover (DE); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Work from home with Pearson-supplied装备

Annual bonus

Medical, dental, life insurance

Tuition reimbursement

401(k) retirement plan

Job summary

Pearson is seeking a Program Lead (Advanced Associate) for its Evaluations Systems group, a remote US-based role in the Customer Service domain. You will coordinate with CCC staff, manage escalations, and support Tier 2 tech needs while driving accuracy through documentation and cross-functional collaboration.

The role emphasizes empathy, timely responses, and adherence to service levels, with full-time hours and a compensation package including standard health benefits and potential annual

Qualifications

• Minimum High School Diploma or equivalent.
• 3+ years of customer service experience preferred.
• Call center experience preferred.

Responsibilities

• Liaise with assigned Program teams and other departments, informing CCC staff of updates.
• Monitor CCC activity for issues, trends, or service impacts needing follow-up.
• Manage escalations and escalated callbacks per established procedures.
• Support Tier 2 technical troubleshooting and reference available resources to resolve issues.
• Document cases accurately in CRM and update knowledge articles.
• Communicate program changes to ensure consistent service delivery.
• Analyze information to report trends and support solutioning.

Skills

Customer service

Communication

Organizational skills

Time management

Multitasking

English proficiency

Conflict management

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Pearson is seeking a Program Lead (Advanced Associate) for its Evaluations Systems group, a remote US-based role in the Customer Service domain. You will coordinate with CCC staff, manage escalations, and support Tier 2 tech needs while driving accuracy through documentation and cross-functional collaboration.

The role emphasizes empathy, timely responses, and adherence to service levels, with full-time hours and a compensation package including standard health benefits and potential annual