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Job Information

Pearson Customer Technical Support Manager – Sales & Field Escalations in Dover, Delaware

Customer Technical Support Manager – Sales & Field Escalations

About this role

We are looking for an experienced people manager committed to leading a team of technical support escalation experts based around the United States. You have a passion for people development and see coaching and mentoring as an important part of management. You will be responsible for ensuring the team meets department service levels and that high profile escalations are investigated and resolved quickly. We are always looking for opportunities to improve support for our customers, so by using data gained from case volume and team observations, you will work to drive improvements in support processes, and with Pearson products.


*What will you be doing? *

  • You will ensure team work is managed timely, and procedures are maintained and followed

  • You will develop goals for the team that align with Pearson’s mission and values

  • You will conduct regular 1:1s with your team, coaching and providing feedback to enhance performance

  • You will develop relationships with Pearson partners and leaders, sharing Support insights to build confidence and strong partnerships

  • You will identify trends causing customer impact, driving resolution with other teams

  • You will analyze data to find areas of growth, collaborating across Pearson to put forward ideas aimed at improving the customer experience across the support journey

  • You will oversee system user acceptance testing (UAT), ensuring the team maintains quality standards and identifying risks that impact the business

  • You will partner with peers from across the globe to share best practices and encourage mutual development

  • Must be amenable to flexible scheduling throughout the year, especially around peak periods

Your Background / What we are looking for:

  • Associates Degree and/or at least 5 years of experience working in a customer technical support environment required

  • A minimum of 2 years' experience as a people manager

  • Excellent interpersonal, written, and verbal communications skills

  • The ability to communicate complex issues effectively, understanding the audience you are delivering information to

  • Strong organizational skills, detail-oriented with good follow-through on projects and ability to work under deadlines

  • Knowledge and experience with a Customer Relationship Management (CRM) program is a plus 

  • A candidate with an inquisitive and creative approach, strong analytical skills, and the ability to identify trends from data

  • Self-motivated with the ability to exercise good independent judgement 

  • An inclusive and empathetic leader

  • Reliable attendance and punctuality is critical to successful performance in this role

As required by the Colorado Equal Pay Transparency Act, Pearson provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only, the range of starting pay for this role is $70k - $75k. This position is eligible to participate in an annual incentive program, and information on benefits offered is here.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.

Pearson believes that wherever learning flourishes, so do people. We are committed to being an anti-racist company in everything we do. We value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm, and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity, and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to a sustainable environment and workplace where talent can learn, grow, and thrive.  

To learn more about Pearson’s commitment to a diverse and inclusive workforce, please click here:  http://www.pearson.com/careers/diversity-and-inclusion.html 

Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. All employment is decided based on qualifications, merit, and business need. All 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.


Organization: Higher Education

Schedule: FULL_TIME

Req ID: 8894