Job Title :Associate, Customer Service - Credly Support**

Reports to : Team Manager, Customer Support

Job Family

Go to Market

Job Category

Customer Success

Job Role

Customer Success

Job Tier

IC10

Job Summary : The Associate, Customer Service (Credly Support) is responsible for delivering high-quality, front-line support to Credly users, including earners, issuers, and organizational customers. This entry-level role focuses on resolving common inquiries, guiding users through platform functionality, and ensuring a positive and seamless customer experience.

Working within established processes and support frameworks, you will handle routine support requests while building foundational knowledge of Credly’s platform and digital credentialing ecosystem. This role is ideal for a customer-focused individual who is detail-oriented, eager to learn, and thrives in a fast-paced support environment.

What you will do : Troubleshoot and resolve common user issues related to digital credentials, account access, and platform navigation using documented processes.

Provide clear, empathetic, and customer-first communication in all interactions.

Accurately document customer interactions, resolutions, and next steps within support systems.

Escalate more complex or technical issues to Specialists, Senior team members, or cross-functional partners as appropriate.

Follow established workflows, SLAs, and quality standards to ensure consistent service delivery.





Contribute to knowledge base updates by identifying gaps, trends, or recurring customer issues.

Build and maintain foundational knowledge of Credly products, features, and customer use cases.

Collaborate with team members and cross-functional partners to support continuous improvement of the customer experience.

What will set you up for success : 0-2 years of experience in Customer Service, Technical Support, or a related field.

Strong written communication skills with attention to clarity, tone, and detail.

Ability to follow structured processes while managing multiple tasks and priorities.

Basic troubleshooting and problem-solving skills with a customer-first mindset.

Comfort working with support tools such as Zendesk or similar CRM/ticketing platforms (preferred).

Strong learning agility with the ability to quickly build product and process knowledge.

Team-oriented mindset with willingness to seek guidance and collaborate.

Who we are : At Pearson, our purpose is easy: 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.

Job : Customer Success

Job Family : GO_TO_MARKET

Organization : Enterprise Learning & Skills

Schedule : FULL_TIME

Workplace Type : On-site

Req ID : 23479

#LI-REMOTE

📌 Customer Service (India)
🏢 Pearson
📍 India