Remote Program Lead: Customer Service & Escalations

Pearson; Des Moines (IA); On-site; USD 59,457,000 - 66,428,000; Full time

Benefits offered by this job

Work from home

Annual bonus potential

401(k) retirement plan

Paid holidays

Job summary

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for its Evaluations Systems group. This remote, full-time position supports the Customer Contact Center and collaborates with Operations and Program Management to ensure high-quality service delivery for candidate and client interactions.

Responsibilities include escalation management, documentation, trend reporting, and cross-functional communication.

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 assigned Program teams and other departments, communicating program updates to CCC staff.
• Maintain awareness of CCC activity and identify issues or service impacts requiring follow-up.
• Manage escalations and escalated callbacks to ensure accurate, professional responses.
• Handle Tier 2 technical support needs and research issues using available systems and materials.
• Ensure callbacks and cases meet service level agreements and are documented in CRM systems.
• Keep knowledge articles updated and readily available to CCC staff.
• Inform CCC staff of program changes and process revisions for consistent service delivery.
• Collect and analyze information to report trends to internal stakeholders.
• Follow security procedures for all candidate and client interactions.

Skills

Customer service

Communication skills

Call center

CRM systems

MS Office

Education

High School Diploma

Tools

Excel

Job description

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for its Evaluations Systems group. This remote, full-time position supports the Customer Contact Center and collaborates with Operations and Program Management to ensure high-quality service delivery for candidate and client interactions.

Responsibilities include escalation management, documentation, trend reporting, and cross-functional communication.