Remote Program Lead, Customer Service & Escalations

Pearson; Montgomery (AL); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Work from home with Pearson hardware

Job summary

Pearson is seeking an Advanced Associate Program Lead for Customer Service to support the Evaluations Systems group within the Pearson customer contact center. The role handles escalations, documentation, and cross-functional communication to ensure timely, accurate support for candidates and clients in certification testing.

Responsibilities include liaising with Program teams, monitoring CCC activity, and researching issues using available resources.

Qualifications

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

Responsibilities

• Serve as liaison with Program teams and CCC staff, communicating updates
• Manage escalations and escalated callbacks per procedures
• Provide Tier 2 technical support and research resolutions
• Ensure documentation is accurate and up-to-date in CRM/colicy systems
• Support cross-department collaboration to meet program service levels

Skills

Customer service skills

English communication

Multitasking

Technical troubleshooting

Education

High School Diploma or equivalent

Tools

Microsoft Office (Word, Excel)

CRM systems

Job description

Pearson is seeking an Advanced Associate Program Lead for Customer Service to support the Evaluations Systems group within the Pearson customer contact center. The role handles escalations, documentation, and cross-functional communication to ensure timely, accurate support for candidates and clients in certification testing.

Responsibilities include liaising with Program teams, monitoring CCC activity, and researching issues using available resources.