Associate, Customer Service - Credly Support

Associate, Customer Service - Credly Support

Reports to: Team Manager, Customer Support

The Associate, Customer Service (Credly Support) provides front line assistance to Credly users, including earners, issuers, and organizational customers. This entry level position focuses on resolving common inquiries, guiding users through platform features, and helping deliver a smooth customer experience.

You will work within established support processes and frameworks while handling routine service requests. The role involves building foundational knowledge of the Credly platform and the digital credentialing ecosystem while supporting customers in a fast paced environment.

Key Responsibilities

• Respond to customer inquiries through ticketing systems such as Zendesk, email, and web forms in a timely and professional manner.
• Troubleshoot and resolve common issues related to digital credentials, account access, and platform navigation using documented procedures.
• Maintain clear, empathetic, and customer focused communication during all interactions.
• Document customer interactions, resolutions, and follow up actions accurately within support systems.
• Escalate complex or technical issues to specialists, senior team members, or cross functional partners when necessary.
• Follow defined workflows, SLAs, and quality standards to maintain consistent service delivery.
• Identify trends or recurring issues and contribute suggestions for knowledge base updates.
• Develop a solid understanding of Credly products, features, and customer use cases.
• Collaborate with team members and cross functional partners to help improve the overall customer experience.

What Will Help You Succeed

• 0 to 2 years of experience in customer service, technical support, or a related field.
• Strong written communication with attention to clarity, tone, and accuracy.
• Ability to follow structured processes while handling multiple tasks and priorities.
• Basic troubleshooting and problem solving ability with a customer first approach.
• Familiarity with support tools such as Zendesk or similar CRM or ticketing platforms is preferred.
• Ability to quickly learn product details and operational processes.
• Collaborative mindset and willingness to seek guidance from team members when required.
• Bachelor's degree in any discipline or equivalent experience.

Pearson is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs. The company welcomes applicants regardless of race, religion, gender, sexual orientation, age, disability, veteran status, or other legally protected characteristics.