Remote Program Lead, Customer Service

Pearson; Topeka (KS); On-site; USD 59,457,000 - 66,420,000; Full time

Benefits offered by this job

Hourly salary $20.75–$23.18

Work from home with hardware

Annual bonus

Paid sick time

Holidays

Vacation

Job summary

Pearson is seeking an Advanced Associate, Customer Service to join the Evaluations Systems group in a remote US-based role. You will act as a liaison between Program teams and the Customer Contact Center, manage escalations, and support Tier 2 technical needs to ensure high-quality service delivery.

The role emphasizes empathy, clear communication, thorough documentation, and timely responses to candidate and client needs, with a 40-hour week and dedicated training during onboarding.

Qualifications

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

Responsibilities

• Act as a liaison with program teams and departments to share updates with CCC staff.
• Maintain awareness of CCC activity and identify issues or trends needing follow-up.
• Manage escalations and escalated callbacks per procedures.
• Provide Tier 2 technical support and research issues using available resources.
• Ensure accurate documentation in CRM/case management systems and up-to-date knowledge articles.
• Inform CCC staff of program changes and process revisions for consistent service delivery.
• Analyze information to report trends and support solutioning.
• Follow security procedures during all customer interactions and data handling.
• Collaborate with managers and teams to resolve program-specific issues.
• Identify customer needs using active listening and adapt communication accordingly.

Skills

Customer service

Communication

Organization

Time management

Multitasking

Education

High School Diploma

Tools

Microsoft Office

CRM systems

Job description

Pearson is seeking an Advanced Associate, Customer Service to join the Evaluations Systems group in a remote US-based role. You will act as a liaison between Program teams and the Customer Contact Center, manage escalations, and support Tier 2 technical needs to ensure high-quality service delivery.

The role emphasizes empathy, clear communication, thorough documentation, and timely responses to candidate and client needs, with a 40-hour week and dedicated training during onboarding.