Remote Program Lead: Customer Service & Escalations

HelpfulRemote; Northern (KY); Hybrid; USD 52,000 - 70,000; Full time

Job summary

HelpfulRemote is seeking a remote liaison role supporting Pearson’s Customer Contact Center and teacher licensing programs. You will handle escalations, provide Tier 2 technical support, and help keep knowledge articles current.

This full-time position requires strong communication, multi-channel support, and adherence to security procedures when handling customer information; onboarding provides training on operations and escalation processes.

Qualifications

• Strong verbal and written communication skills.
• Experience using CRM or case management systems.
• Ability to handle escalated cases professionally.

Responsibilities

• Manage escalations and callbacks.
• Provide Tier 2 technical support.
• Maintain documentation and knowledge articles.
• Communicate program updates to staff.
• Analyze trends to support consistent service delivery.

Skills

Verbal communication

Written communication

Escalation management

CRM experience

Active listening

Tools

CRM software

Case management systems

Job description

HelpfulRemote is seeking a remote liaison role supporting Pearson’s Customer Contact Center and teacher licensing programs. You will handle escalations, provide Tier 2 technical support, and help keep knowledge articles current.

This full-time position requires strong communication, multi-channel support, and adherence to security procedures when handling customer information; onboarding provides training on operations and escalation processes.