Remote Program Lead - Customer Service & Escalations

Pearson; Sacramento (CA); On-site; USD 59,457,000 - 66,420,000; Full time

Benefits offered by this job

Work from home

Medical, dental, life insurance

Tuition reimbursement

401(k) retirement plan

Paid sick time and holidays

Job summary

Pearson's Evaluations Systems group is seeking a Program Lead (Advanced Associate, Customer Service) to liaise between program teams and the Customer Contact Center. This remote, US-based role supports candidate and client needs through escalation management, documentation, and cross-functional collaboration.

The position requires a high school diploma, 3+ years in customer service, and comfort with CRM tools and MS Office. Hours are 40 per week, with shifts Mon-Fri and some weekend coverage.

Qualifications

• Minimum High School Diploma or equivalent.
• 3+ years of customer service experience preferred.
• Experience in a call center environment is a plus.
• Basic technical troubleshooting skills.

Responsibilities

• Act as liaison with Program teams and CCC, communicating updates.
• Manage escalations and escalated callbacks per procedures.
• Research issues using CRM, published materials, and websites.
• Ensure accurate documentation and adherence to SLAs.
• Collaborate with Operations and Program teams to support service delivery.

Skills

Customer service

Communication skills

Problem-solving

Multi-tasking

English proficiency

Education

High School Diploma or equivalent

Tools

CRM systems

Microsoft Office (Word/Excel)

Job description

Pearson's Evaluations Systems group is seeking a Program Lead (Advanced Associate, Customer Service) to liaise between program teams and the Customer Contact Center. This remote, US-based role supports candidate and client needs through escalation management, documentation, and cross-functional collaboration.

The position requires a high school diploma, 3+ years in customer service, and comfort with CRM tools and MS Office. Hours are 40 per week, with shifts Mon-Fri and some weekend coverage.