Company background
Pearson is a global education company committed to creating impactful learning experiences. With over 160 million users worldwide, we empower individuals throughout their lifelong learning journey. Our integrated portfolio of digital products supports people in the moments that matter.
Role Overview
As Customer Support Tier 2, you will play a role in ensuring seamless customer experience for the SATs contract. The Customer Support Tier 2 role is responsible for supporting and monitoring our Tier 1 support agents, ensuring they deliver exceptional service to our customers in partnership with our outsourced BPO. This role acts as a bridge between frontline support and internal teams, identifying product and system issues that impact customer experience.
By working closely with Tier 1 agents, the Tier 2 specialist gathers insights into common customer challenges, escalates critical issues, and collaborates with cross‑functional teams to drive improvements. A key part of this role is advocating for the customer, providing valuable feedback to both stakeholders across STA, Product, and Technology to enhance processes, optimise support strategies, and improve overall service quality.
We are looking for self‑motivated, problem‑solving, and curious individuals with strong critical thinking skills to join our Customer Support Tier 2 team. This role is key to ensuring excellent service delivery by supporting and monitoring our Tier 1 support agents in partnership with our outsourced BPO.
Key Responsibilities
Analyze and implement data to improve satisfaction, drive collaboration with teams to deliver process improvements, and focus on enhancing efficiency and ensuring a seamless experience for customers and internal teams.
Customer Service & Case Management
Deliver against agreed customer service performance indicators and service levels by working closely with the Tier 1 agents to ensure first contact resolution.
Ensure timely and effective resolution of escalated customer issues.
Triage more complex issues, gathering all necessary details before escalating to operations, markets, STA teams.
Operational Excellence
Conduct quality checks on Tier 1 support agents to identify opportunities for improvement in systems, processes, and people.
Ensure Tier 1 agents have the necessary training and resources to provide effective customer support.
Collaborate with internal teams to streamline support processes and enhance efficiency.
Customer Satisfaction & Insights
Monitor and drive improvements in Customer Satisfaction (CSAT) and Voice of the Customer (VOC) metrics.
Identify trends and recurring customer pain points, providing insights to drive product and service enhancements.
Continuous Improvement
Identify opportunities for process improvements and efficiency gains.
Conduct root cause analyses to identify and resolve underlying issues effectively.
Collaboration & Alignment
Foster effective, collaborative, and aligned ways of working between Tier 2 and Tier 1.
Act as a liaison between customer support, operations and technology teams to ensure a seamless customer experience.
Support the design and delivery of ongoing customer service training programs.
Skills
Strong communication and interpersonal skills.
Be self‑motivated.
Strong problem‑solving abilities.
Proficiency in Microsoft Office (Excel, Word, PowerPoint).
Excellent organizational skills with great attention to detail.
Adaptable and able to work flexibly in a dynamic environment.
Ability to work independently and collaboratively in a team setting.
Proactive in identifying and implementing process or system improvements.
Desirable Qualifications
Prior experience education assessments (e.g., SATs) is advantageous.
Background in customer service or continuous improvement roles.
Knowledge of customer satisfaction metrics and tools.
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 TalentExperienceGlobalTeam@grp.pearson.com.
Job: Customer Success
Job Family: GO_TO_MARKET
Organization: Assessment & Qualifications
Schedule: FULL_TIME
Workplace Type: Hybrid
Req ID: 21592
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