Remote Program Lead, Customer Service & Escalations

Pearson; Denver (CO); On-site; USD 59,457,000 - 66,400,000; Full time

Benefits offered by this job

Salary described as hourly rate $20.75

Paid sick time and holidays

Medical, dental, life insurance; 401(k

Tuition reimbursement

Work from home with Pearson hardware

Annual bonus potential

Job summary

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) to join the Evaluations Systems group. This remote, US-based role supports program staff, manages escalations, and ensures service delivery across customer interactions in testing and licensure processes.

Responsibilities include documenting processes, communicating program changes, and collaborating with Operations and Program Management to meet service levels.

Qualifications

• Minimum high school diploma or equivalent.
• 3+ years of customer service experience preferred.
• Call center experience preferred.
• Basic technical troubleshooting experience preferred.

Responsibilities

• Act as liaison with Program teams and departments to communicate updates to CCC staff.
• Monitor CCC activity, identify issues or trends needing follow-up.
• Manage escalations and callbacks per procedures.
• Handle Tier 2 technical support needs and research issues using available resources.
• Document cases in CRM and ensure knowledge articles are up to date.
• Provide clear, accurate information on policies and testing procedures.

Skills

Customer service

Communication

Problem solving

Education

High School Diploma or equivalent

Tools

Microsoft Office

CRM systems

Job description

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) to join the Evaluations Systems group. This remote, US-based role supports program staff, manages escalations, and ensures service delivery across customer interactions in testing and licensure processes.

Responsibilities include documenting processes, communicating program changes, and collaborating with Operations and Program Management to meet service levels.