Remote Program Lead, Customer Support & Escalations

Pearson; Trenton (NJ); On-site; USD 28,000 - 32,000; Full time

Benefits offered by this job

Remote work with hardware provided

Health insurance

Dental insurance

Life insurance

Tuition reimbursement

401(k) retirement plan

Annual bonus potential

Job summary

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for a remote role based in the United States. The position supports Pearson's Evaluations Systems group and Customer Contact Center, coordinating program updates, escalations, and documentation.

Five-day work weeks with standard CCC hours and comprehensive benefits are included. Minimum 3+ years in customer service, strong English communication, and ability to manage cross-functional communications are essential.

Qualifications

• Minimum High School Diploma or equivalent.
• 3+ years of customer service experience; call center experience preferred.
• Strong written and verbal English communication skills.

Responsibilities

• Act as liaison between Program teams and CCC staff; communicate program updates.
• Monitor CCC activity and identify issues or trends needing follow-up.
• Manage escalations and escalated callbacks per procedures.
• Lead Tier 2 technical support needs and research using available systems and materials.
• Ensure proper documentation in CRM/ccase management systems and maintain knowledge articles.
• Inform CCC staff of program changes and updates to support service delivery.
• Analyze information to report trends and support problem solving.
• Ensure security procedures during all customer interactions.

Skills

Customer service

Call center experience

English communication

Multitasking

Documentation

Education

High School Diploma

Tools

CRM systems

MS Office

Excel

Word

Job description

Pearson is seeking a Program Lead (Advanced Associate, Customer Service) for a remote role based in the United States. The position supports Pearson's Evaluations Systems group and Customer Contact Center, coordinating program updates, escalations, and documentation.

Five-day work weeks with standard CCC hours and comprehensive benefits are included. Minimum 3+ years in customer service, strong English communication, and ability to manage cross-functional communications are essential.