Services team lead

Company Summary:

At Pearson, our purpose is simple: to add life to a lifetime of learning. For more than 20 years, Pearson Virtual Schools has helped reimagine K–12 education through virtual learning that empowers students to thrive in a personalized and flexible environment. Our programs include Connections Academy, Pearson Online Academy, and Pearson Connexus.

Position Summary:

The Student Services Team Lead plays a vital role in ensuring an exceptional support experience for families currently enrolled in Connections Academy or Pearson Online Academy programs.

Operating within the inbound Student Services queue, the Team Lead supports day-to-day operations by monitoring call flow, assisting with escalations, coaching Associates on best practices, and ensuring service levels are met or exceeded.

This leadership role reports directly to the Student Services Supervisor and collaborates closely with the Manager of Student Services & Retention. The Student Services Team Lead drives continuous improvement, provides real-time support to the team, and helps deliver an experience that builds retention and student success.

Primary Responsibilities:

Inbound Queue Management:

Monitor the inbound call queue throughout the day to ensure calls are answered timely and service levels are maintained.

Adjust workflow assignments dynamically based on call volume, staffing, and team capacity.

Act as the first line of support for real-time questions and assistance from Associates handling complex cases.

Escalated Family Support:

Handle escalated calls that require advanced troubleshooting, extra care, or cross-functional collaboration.

Serve as a calm, professional, and empathetic advocate for enrolled families while working toward swift resolution.

Partner with internal teams (Enrollment, School Staff, Tech Support) as needed to resolve customer issues.

Performance Monitoring & Coaching:

Track key inbound support metrics (e.g., call wait times, abandoned call rates, case resolution quality).

Provide feedback to Associates through side-by-sides, call observations, and coaching conversations.

Support quality assurance initiatives by identifying common areas for improvement and helping deliver follow-up training.

Workflow and Time Management Support:

Help Associates prioritize tasks effectively during slower call periods (e.g., email triage, account reviews).

Ensure that every family interaction is logged properly and adheres to Pearson’s documentation standards.

Family Advocacy & Retention Support:

Identify and act on opportunities during calls to reinforce the value of the school experience and help families stay enrolled and engaged.

Share trends and family feedback with leadership to support service enhancements.

Compliance and Privacy:

Maintain strict adherence to FERPA and internal privacy policies.

Ensure all data updates, student interactions, and issue resolutions are accurately documented and compliant.

Collaboration and Continuous Improvement:

Participate in regular team meetings, calibration sessions, and special projects focused on enhancing the student services experience.

Bring forward ideas to improve call handling processes, communication templates, and system tools.

Required Skills & Qualifications:

• Customer Service Pro: Exceptional communication and relationship-building skills with a focus on resolving family concerns empathetically and efficiently.
• Leadership Presence: Ability to guide, coach, and support peers in a positive and professional manner without formal supervisory authority.
• Analytical Eye: Skilled at identifying trends in inbound support data and offering practical solutions for improvement.
• Queue Management: Experience working in — and ideally helping to manage — a high-volume inbound call center environment.
• Attention to Detail: Meticulous about accurate recordkeeping and compliance with privacy regulations like FERPA.
• Tech-Savvy: Comfortable with Microsoft Office, Google Workspace, and education management systems (EMS/SIS experience a plus).
• Problem Solver: Ability to think on your feet, handle unexpected situations calmly, and deliver creative solutions.

Education & Experience:

• Bachelor’s degree preferred.
• Previous experience in Advising, Student Services, Customer Support, or a related field required.
• Previous experience working in a phone queue is required.
• Experience in a virtual environment is a plus.

Applications will be accepted through 16th September 2025. This window may be extended depending on business needs.

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 [email protected].

Job: Sales

Job Family: GO\TO\MARKET

Organization: Virtual Learning

Schedule: FULL\_TIME

Workplace Type: Remote

Req ID: 20923

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