[Hiring] Customer Service Manager @Pearson

Role Description

As Manager, Customer Service, EMEA, you will lead a multilingual team delivering exceptional support to customers across the Benelux, Germany, and Nordic regions. This is an exciting opportunity to shape the customer experience, inspire a high-performing team, and ensure every customer interaction is handled with care, efficiency, and professionalism.

• Oversee daily customer service operations, develop team capabilities, and create an environment in which people feel supported, engaged, and empowered to succeed.
• Collaborate closely with Sales, Finance, Warehouse Operations, and Technical Support to resolve customer inquiries and order-related challenges efficiently.
• Act as a trusted escalation point, helping the team navigate complex situations and deliver positive outcomes for both customers and the business.
• Play an important role in strengthening operational performance, improving ways of working, and building a consistently high-quality customer experience across the region.

Qualifications

• Previous experience leading or supervising a customer service, customer operations, or order management team.
• Strong people leadership skills, with experience coaching employees, managing performance, and supporting professional development.
• A genuine passion for delivering an excellent customer experience.
• Strong operational management skills, including the ability to prioritize workloads, allocate resources, and maintain service quality in a fast-paced environment.
• Experience managing escalations and resolving complex customer or order-related issues.
• Excellent communication and interpersonal skills, with the ability to build trusted relationships across teams and functions.
• A collaborative mindset and experience working with teams such as Sales, Finance, Warehouse Operations, Supply Chain, or Technical Support.
• Strong problem-solving and decision-making skills, with a practical and solutions-focused approach.
• Good analytical skills and the ability to use performance data to identify trends, risks, and improvement opportunities.
• Professional fluency in English. Additional European language skills would be an advantage.
• Experience working with CRM, customer service, ERP, or order management systems would be beneficial.

Requirements

• Lead, coach, and develop a multilingual team of customer service representatives supporting customers across the Benelux, Germany, and Nordic regions.
• Monitor service levels, workload, productivity, quality, and other relevant performance indicators.
• Manage workforce planning and resource allocation to maintain effective coverage and respond to changing business and customer needs.
• Create an inclusive, collaborative, and customer-focused team culture that encourages accountability and continuous improvement.
• Communicate operational updates, priorities, risks, and performance insights to relevant stakeholders.
• Ensure customer service activities are carried out in line with internal procedures, quality standards, and applicable policies.

Company Description

At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe every learning opportunity is a chance for a personal breakthrough. We are the world’s lifelong learning company. For us, learning is not just what we do. It is who we are.