Remote Program Lead: Advanced Customer Service Associate

Pearson; Indianapolis (IN); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Work from home with Pearson‑supplied h

Annual bonus

Medical, dental, life insurance

401(k) retirement package

Paid holidays and vacation

Job summary

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for a remote position based in the United States. The role supports the Evaluations Systems group within Pearson’s customer contact center, handling escalations, documentation, and program updates while delivering high-quality service to candidates and clients.

The position requires strong communication, problem-solving, and documentation skills, with a 40‑hour workweek and training during onboarding.

Qualifications

• Minimum High School Diploma or equivalent.
• Strong written and verbal communication in English.
• Previous call center or customer service experience preferred.
• Proficiency with Microsoft Office and CRM systems.

Responsibilities

• Acts as a liaison with assigned Program teams and other departments, bringing information into the Customer Contact Center and communicating program updates out to CCC staff.
• Maintains awareness of CCC activity and identifies issues, trends, or service impacts that require follow‑up.
• Manages escalations and escalated callbacks, ensuring inquiries are handled accurately and professionally.
• Manages Tier 2 technical support needs and uses available resources to research and resolve issues.
• Ensures callbacks and cases are documented in the CRM or case management system.

Skills

Customer service

Communication

Time management

Multi-tasking

English proficiency

Education

High School Diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

CRM systems

Job description

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for a remote position based in the United States. The role supports the Evaluations Systems group within Pearson’s customer contact center, handling escalations, documentation, and program updates while delivering high-quality service to candidates and clients.

The position requires strong communication, problem-solving, and documentation skills, with a 40‑hour workweek and training during onboarding.