Remote Program Lead: Customer Service (Advanced Associate)

Pearson; Pierre (SD); On-site; USD 59,457,000 - 66,464,000; Full time

Benefits offered by this job

Work from home with hardware support

Annual bonus potential

Medical, dental, life insurance

401(k) retirement plan

Job summary

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for its Evaluations Systems group. This remote role supports candidate and client success across testing programs, maintains program updates, and escalates issues within the Customer Contact Center.

You will collaborate with CCC staff, Operations, and Program Management to ensure timely, accurate service delivery, excellent communication, and adherence to procedures.

Qualifications

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

Responsibilities

• Acts as a liaison with assigned Program teams and other departments, bringing information into the CCC and communicating program updates out to 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 per procedures.
• Manages Tier 2 technical support needs and uses available resources to research and resolve issues.
• Ensures documentation is up-to-date and accessible to CCC staff.
• Collaborates with managers, Operations, and other teams to resolve program-specific issues.

Skills

Customer service

Call center

Communication

Troubleshooting

Microsoft Word

Microsoft Excel

CRM systems

Case management

Education

High School Diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

CRM systems

Case management systems

Job description

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for its Evaluations Systems group. This remote role supports candidate and client success across testing programs, maintains program updates, and escalates issues within the Customer Contact Center.

You will collaborate with CCC staff, Operations, and Program Management to ensure timely, accurate service delivery, excellent communication, and adherence to procedures.