Manager, Customer Service

Who We Are:

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.

Discover more about Pearson and our purpose

About the Role:

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. You will oversee daily customer service operations, develop team capabilities, and create an environment in which people feel supported, engaged, and empowered to succeed.

Collaboration will be at the heart of your role. You will partner closely with Sales, Finance, Warehouse Operations, and Technical Support to resolve customer inquiries and order-related challenges efficiently. You will also act as a trusted escalation point, helping the team navigate complex situations and deliver positive outcomes for both customers and the business.

Reporting to the Director or Customer Service Lead, you will play an important role in strengthening operational performance, improving ways of working, and building a consistently high-quality customer experience across the region.

Key Responsibilities:

• Lead, coach, and develop a multilingual team of customer service representatives supporting customers across the Benelux, Germany, and Nordic regions.

• Oversee daily customer service operations, ensuring inquiries and order-related issues are managed accurately, efficiently, and professionally.