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Prepare STAR stories on de-escalation, coaching others, and owning a service program metric. Expect scenarios about multi-channel support for education customers, prioritizing ticket queues, and leading process consistency without direct executive authority.
Strong fit if you enjoy structured customer service, mentoring associates, and program ownership inside a large education company—on-site in Baton Rouge rather than remote.
As Advanced Associate, Customer Service (Program Lead) at Pearson in Baton Rouge, you would guide customer-service workflows tied to education and assessment products—coaching associates, escalating complex learner or institutional issues, tracking program quality, and aligning team delivery with Pearson’s learning and support standards.
Strengthen customer-service fundamentals before interviewing:
No. The listing is for Baton Rouge, East Baton Rouge Parish (on-site; remote flag is 0).
Pearson provides education materials, assessments, qualifications, and related learning services worldwide.
HubSpot Academy Customer Service Fundamentals (free) and Alison customer-service courses (free to learn) map well to this family of roles.
Website: fremantle.com
Pearson is a British multinational education and assessment company headquartered in London. It provides learning materials, assessments, qualifications, virtual learning, English-language learning, higher-education products and enterprise learning and skills services. The company is listed on the London Stock Exchange, is a constituent of the FTSE 100 Index, and has a secondary listing on the New York Stock Exchange through American depositary receipts. In 2025, Pearson reported revenue of £3.6 billion and had an average of about 17,000 employees.
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Advanced Associate, Customer Service (Program Lead) at Pearson - Baton Rouge, East Baton Rouge Parish The Opportunity Pearson is seeking a dedicated and experienced Advanced Associate to join our Customer Service team as a Program Lead. In this role, you will be responsible for leading customer service programs, ensuring high levels of satisfaction among customers, and contributing to the overall success of the department. Key Responsibilities Liaise with internal teams to ensure seamless communication and support for customers Develop and implement strategies to enhance customer satisfaction and program efficiency Analyze customer feedback and data to identify areas for improvement in service delivery Train and mentor junior associates, fostering a culture of excellence and continuous improvement Collaborate with cross-functional teams to resolve complex issues and improve processes Who We're Looking For Demonstrated experience in customer service or related field Strong leadership skills, capable of guiding and developing team members Excellent communication and interpersonal skills Adept at problem-solving and conflict resolution Proficient in using CRM systems and other relevant software tools Ability to work independently while contributing effectively as part of a team About the Company Pearson's mission is to help people realize their life through learning. We are committed to creating an inclusive environment where diverse voices are valued and heard, and we intentionally build a culture of belonging that attracts and promotes innovative and skilled individuals. How to Apply To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there. Please ensure all required information is accurate and up-to-date.
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