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 leadership and support to the Program Coordinator team, as well as providing feedback to 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.