Remote Program Lead, Customer Service Specialist

Pearson; Annapolis (MD); On-site; USD 29,000 - 32,000; Full time

Benefits offered by this job

Work from home with Pearson-supplied硬件

Annual bonus potential

Comprehensive benefits

Job summary

Pearson is hiring a Program Lead (Advanced Associate, Customer Service) for its Evaluations Systems group. This remote, United States–based role supports CCC staff, manages escalations, and ensures accurate documentation and timely responses for candidate and client inquiries.

Onboarding includes training in program operations and escalation management. The role emphasizes strong communication, empathy, and a solutions-focused approach, with opportunities for growth within a leading learning

Qualifications

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

Responsibilities

• Acts as liaison with Program teams and CCC staff to relay updates.
• Manages escalations and callbacks per procedures.
• Researches and resolves issues using available systems and published materials.
• Keeps documentation up to date and accessible to CCC staff.
• Communicates program changes to CCC staff and stakeholders.

Skills

Customer service

Communication

Documentations

Conflict management

Education

High School Diploma or equivalent

Tools

MS Office (Word, Excel)

CRM systems

Job description

Pearson is hiring a Program Lead (Advanced Associate, Customer Service) for its Evaluations Systems group. This remote, United States–based role supports CCC staff, manages escalations, and ensures accurate documentation and timely responses for candidate and client inquiries.

Onboarding includes training in program operations and escalation management. The role emphasizes strong communication, empathy, and a solutions-focused approach, with opportunities for growth within a leading learning