Remote Program Lead, Customer Service & Escalations

Pearson; Raleigh (NC); On-site; USD 43,000 - 48,000; Full time

Benefits offered by this job

Salary: $20.75–$23.18 per hour

Medical, dental, life insurance

401(k) retirement plan

Work from home with Pearson hardware

Annual bonus potential

Job summary

Pearson is hiring a Program Lead for Advanced Associate, Customer Service. This remote US-based role supports evaluation services, escalation management, and cross-functional coordination within the Pearson CCC.

You’ll contribute to training, documentation, and process improvements while delivering high-quality candidate and client support. The position involves 40 hours weekly, Monday–Friday with some shifts, training during onboarding, and opportunities for professional growth within Pearson’s

Qualifications

• Minimum High School Diploma or equivalent.
• 3+ years customer service experience preferred.
• Experience in a call center environment preferred.

Responsibilities

• Serve as liaison between Program teams and CCC staff, communicating updates.
• Manage escalations and escalated callbacks per procedures.
• Research issues using CRM, publish knowledge articles, and document outcomes.

Skills

Customer service

Call center

English

MS Office

Education

High School Diploma

Tools

CRM systems

Case management

Job description

Pearson is hiring a Program Lead for Advanced Associate, Customer Service. This remote US-based role supports evaluation services, escalation management, and cross-functional coordination within the Pearson CCC.

You’ll contribute to training, documentation, and process improvements while delivering high-quality candidate and client support. The position involves 40 hours weekly, Monday–Friday with some shifts, training during onboarding, and opportunities for professional growth within Pearson’s