Customer Service Team Lead - Customer Service

Specialist, Customer Service (Team Lead, Program Coordinator )

At Pearson, our purpose is to help people realize the life they imagine through learning. We’re a place where talented people with different viewpoints can have their voices valued and heard and we’re intentionally building a culture of belonging designed to attract and promote innovative, and skilled people, where everyone has the opportunity to make progress in their careers

Under the direction of the Manager, the Team Lead, Program Coordinator is responsible for providing leadershipand support to the Program Coordinator team, as well as providing feedbackto employees performing the work to help ensure that customers receive great customer service. As a vital resource for both Program Coordinators and Clients, the Team Lead collaborates closely with the contact center and various other functional departments. The Program Coordinator Team Lead serves as the main operational contact for clients, acting as the knowledge expert for the contact center and providing information to other related functional areas.

Team support

• Assist with coordinating, documenting, and leading training of new team members

• Provide support and coaching on team and client inquiries

• Monitor PC team lead inbox and other team KPIs

• Research issues and complaints as well as assist with team metrics and reporting

• Monitor team absences and track attendance

• Lead, plan, and communicate effectively during various meetings as needed

• Serve as a backup for Program Coordinator and/or Supervisor tasks and projects. Act as an escalation point for resolving service-related problems, ensuring timely and effective resolutions

• Provide performance feedback (i.e. coaching) to team members via email and meetings

• Identify opportunities for continuous improvements on the Program Coordinator team to help support and encourage new and current team members.

Documentation and efficiency

• Help identify and implement process efficiencies.

• Work with Supervisor and Manager to ensure that team processes and policies are clearly defined and documented

• Maintain effective documentation for personal and team performance and team updates

• Plan, implement, and maintain new and existing client programs, ensuring client satisfaction and program success

• Execute and manage the data collection, distribution, and reporting of client programs with precision and timeliness

Other Task:

• Perform various other leadership duties as assigned, contributing to team success and cohesion

Education and Experience:

• Minimum High School Diploma or Equivalent 

• Bachelor’s Degree preferred or equivalent work experience

• Experience training, teaching, or coaching

• 3+ years customer service experience preferred

Skills, Knowledge, and Abilities:

• Strong written and verbal communication skills

• Proven customer service and relationship‑management abilities

• Effective problem‑solving, judgment, and decision‑making skills

• Ability to manage conflict and handle escalations professionally

• Strong organizational, time‑management, and prioritization skills

• High attention to detail with the ability to set and meet goals

• Interpersonal skills with the ability to influence, coach, and collaborate

• Comfortable working in ambiguous situations and overcoming objections

• Adaptable and responsive in a fast‑paced, changing environment

• Patient, positive, and professional demeanor

• Proficient in Microsoft Office Suite (Excel, Word, Access, Outlook)

• Familiarity with training tools, learning styles, and coaching techniques

• Ability to identify, recommend, and implement efficiency improvements

Other (license/certification):

• Knowledge of Pearson VUE clients is preferred.

• Working knowledge of Registration Manager, VSS, and Service Direct.