Remote Program Lead, Customer Service – Advanced Associate

Pearson; Jackson (MS); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Work from home

Annual bonus

Medical, dental, life insurance

401(k) retirement plan

Paid sick time and holidays

Job summary

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) to coordinate between Program teams and the Customer Contact Center from a remote location in the United States. The role emphasizes escalation management, documentation, and consistent service delivery for candidate and client inquiries.

Ideal candidates bring 3+ years of customer service experience, familiarity with call centers, and basic technical troubleshooting skills, within a supportive team culture at Pearson.

Qualifications

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

Responsibilities

• Acts as liaison with program teams and departments to communicate updates to CCC staff.
• Manage escalations and escalated callbacks per procedures.
• Research issues using available systems and publish knowledge articles.
• Ensure proper documentation and adherence to service levels.

Skills

Customer service

Call center

Technical troubleshooting

English communication

Education

High School Diploma or equivalent

Tools

Microsoft Office

Job description

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) to coordinate between Program teams and the Customer Contact Center from a remote location in the United States. The role emphasizes escalation management, documentation, and consistent service delivery for candidate and client inquiries.

Ideal candidates bring 3+ years of customer service experience, familiarity with call centers, and basic technical troubleshooting skills, within a supportive team culture at Pearson.