Reports to: Team Manager, Customer Support
Job Family
Go to Market
Job Category
Customer Success
Job Role
Customer Success
Job Tier
IC10
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.
Respond to customer inquiries via ticketing systems (e.g., Zendesk), email, and web forms in a timely and professional manner.
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.
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.
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. That’s why our c. 20,000 Pearson employees are committed to creating vibrant and enriching learning experiences designed for real-life impact. We are the world’s leading learning company, serving customers in nearly 200 countries with digital content, assessments, qualifications, and data. For us, learning isn’t just what we do. It's who we are.
