Remote Program Lead — Customer Service & Escalations

Pearson; Baton Rouge (LA); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Work from home with Pearson hardware

Medical, dental, life insurance

Tuition reimbursement

401(k) retirement plan

Annual bonus potential

Job summary

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for its Evaluations Systems group. This remote, full‑time role supports the Pearson Customer Contact Center, coordinating with program teams, managing escalations, and ensuring top‑tier service delivery for candidates and clients across licensing programs.

Ideal candidates will have 3+ years of customer service experience, strong communication skills, and familiarity with CRM systems.

Qualifications

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

Responsibilities

• Liaise with program teams and CCC staff, communicating updates.
• Monitor CCC activity and identify issues or trends.
• Manage escalations and callbacks per procedures.
• Support Tier 2 technical needs using available systems and materials.
• Ensure records are maintained in CRM and take timely actions.

Skills

Customer service

Communication

English proficiency

Time management

Problem solving

Education

High school diploma

Tools

CRM systems

Microsoft Office

IT troubleshooting

Job description

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for its Evaluations Systems group. This remote, full‑time role supports the Pearson Customer Contact Center, coordinating with program teams, managing escalations, and ensuring top‑tier service delivery for candidates and clients across licensing programs.

Ideal candidates will have 3+ years of customer service experience, strong communication skills, and familiarity with CRM systems.