Senior Tier 2 Customer Support & Escalations Specialist

Pearson is seeking a Specialist, Customer Support to act as the senior Tier 2 expert behind a high-profile UK assessment programme. You will own the most complex escalations and guide Tier 2 colleagues, helping to strengthen quality and capability across the wider support team.

You will quality assure Tier 2 work, identify knowledge gaps, and work with other teams to improve service delivery. During peak periods, you'll provide operational leadership across Tier 1 and Tier 2 on designated