Remote Program Lead, Customer Service (Advanced Associate)

Pearson; Oklahoma City (OK); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Salary $20.75–$23.18/hr

Job summary

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for its US remote-based team. You will liaison between program teams, CCC, and internal groups, manage escalations, document processes, and monitor service delivery to candidates and clients during certification testing.

The role emphasizes customer focus, empathy, and clear communication, with 40-hour weeks, training during onboarding, and opportunities to grow within Pearson's education-focused environment.

Qualifications

• Minimum High School Diploma or equivalent.
• 3+ years of customer service experience preferred.
• Experience in a call center environment preferred.
• Basic technical troubleshooting experience preferred.

Responsibilities

• Acts as a liaison with Program teams and other departments, relaying information to CCC staff.
• Maintains awareness of CCC activity and identifies issues or service impacts requiring follow-up.
• Manages escalations and escalated callbacks per established procedures.
• Handles Tier 2 technical support needs using available systems and published materials to resolve issues.
• Ensures callbacks and cases are documented in CRM or case management systems.
• Keeps knowledge articles updated and communicates program changes to staff.

Skills

Customer service

Call center

Technical troubleshooting

English communication

Education

High School Diploma

Tools

Microsoft Office

CRM systems

Job description

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for its US remote-based team. You will liaison between program teams, CCC, and internal groups, manage escalations, document processes, and monitor service delivery to candidates and clients during certification testing.

The role emphasizes customer focus, empathy, and clear communication, with 40-hour weeks, training during onboarding, and opportunities to grow within Pearson's education-focused environment.