Specialist, Customer Service - Faculty Support

Pearson; Boise (ID); On-site; USD 52,000 - 76,000; Full time

Job summary

Pearson is seeking a dedicated Faculty Support Lead to empower Pearson educators and elevate courseware usage. You will mentor Support Associates, handle expert escalations, and guide high-service accounts through complex adoptions.

The role emphasizes proactive engagement with top adopters and swift resolution of issues. You will also run instructor onboarding sessions, build courses, and coordinate with cross-functional teams to ensure timely, quality support during peak periods.

Qualifications

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology.
• Excellent written and verbal communication skills; able to present clearly to all levels.
• Curiosity, creative thinking, analytical skills, and ability to explore alternative solutions.
• Excellent organizational and time management skills with the ability to meet multiple deadlines.
• Knowledge of educational technology and ability to learn new technology.
• Ability to learn and actively seek new skills and share with the team.

Responsibilities

• Join a team providing top-tier faculty support to Pearson educators; answer inquiries and build understanding of Pearson courseware.
• Coach Faculty Support Associates and handle escalations requiring expert help.
• Proactively check in with top adoptions and assist at-risk adoptions with added support.
• Lead course builds and provide guidance for accounts needing higher service levels.
• Conduct instructor onboarding sessions and collaborate across cross-functional teams.

Skills

Communication skills

Leadership

Time management

Cross-functional collaboration

Educational technology knowledge

Problem solving

Curiosity

Team training

Education

Bachelor's degree

2+ years in faculty onboarding/support

Tools

Pearson Higher Education tools

Job description

About this role / What you will be doing

The successful applicant will join a team responsible for providing the highest level of faculty support to Pearson educators, answering inquiries and building understanding with Pearson courseware and its functionality. As part of the team, you will aid the Faculty Support Associates, coaching them, and taking escalations that require expert help. You will be responsible for proactively checking in with top adoptions and engaging with at-risk adoptions that need added support. The successful candidate will also handle course builds and guidance for accounts where business calls for a higher service level. Whether supporting the associates, dealing with escalations that need careful handling, assisting with special adoptions, or running instructor onboarding sessions, this position requires leadership, strong time management, resourcefulness, and excellent communication skills.

Hours of operations for the team are 8AM-8PM EST (Eastern Standard Time), Monday - Friday. Additional coverage hours, including some weekends, will be required during peak volume periods.

Your Background / What we are looking for

• Bachelor's degree and/or 2+ years of experience in supporting faculty onboarding/set up with technology
• Excellent written and verbal communication skills. You are consistently clear, professional, persuasive, and able to breakdown complex messages in a way that is accessible to all audiences. You can present clearly to all levels, 1:1, and in a group setting
• Curiosity, creative thinking, analytical skills, and the ability to explore alternative solutions to problems are important skills in this role
• Excellent organizational and time management skills with the ability to meet multiple deadlines
• Knowledge of educational technology and the ability to learn, and stay up to date with new technology
• Ability to learn and actively seek new skills, sharing these with your team
• Highly motivated, energetic, and collaborative personality
• Ability to work with cross-functional/cross-company teams to resolve faculty needs quickly
• Demonstrated leadership through personal responsibility, accountability, and teamwork
• Flexibility to schedule changes or additional coverage, particularly during peak periods. Some occasional travel may be needed
• Reliable attendance and punctuality are critical to successful performance in this role
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This person must be able to sit or stand at a personal computer for a reasonable length of time typing and reading.
• Experience working with Pearson Higher Education products and tools would be a bonus

Who we are:

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.

Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [e-mail].