[Remote] Certification Program Support & Operations Specialist
Note: The job is a remote job and is open to candidates in USA. Russell Tobin is supporting a leading artificial intelligence company in hiring two Certification Program Support & Operations Specialists. This role will support a high-stakes professional certification program designed to validate that individuals at partner organizations have the skills to perform real-world work using advanced AI technologies.
Responsibilities
- Own and manage the certification candidate support queue, resolving escalated issues within defined service-level and quality expectations
- Triage inquiries that are not resolved through automation or vendor-level support and route cases to the appropriate internal or external team
- Resolve candidate access and eligibility issues, including:
- Partner email-domain and account-recognition failures
- Unrecognized subsidiary or regional domains
- Personal-email sign-ins
- Missing partner-tier discounts during checkout
- Delays associated with partner-record updates
- Set clear expectations regarding account or record changes so candidates do not schedule examinations they are not yet eligible to take
- Respond to results and scoring inquiries with accuracy and care
- Explain scaled scoring, passing requirements, and section-level score reports
- Investigate missing or delayed examination results
- Manage questions regarding retake eligibility, waiting periods, and attempt limits while consistently applying established policies
- Support examination-integrity and misconduct intake by gathering relevant information, documenting cases, and escalating matters to program leadership and Legal in accordance with policy
- Resolve digital credential and badge issues, including:
- Missing or unclaimed credential invitations
- Candidate email or organization changes
- Certifications not properly credited to a partner account
- Identify recurring support issues and manual processes that may be improved through automation
- Create or recommend support macros, deflection workflows, agent-layer improvements, and internal tools
- Measure improvements in ticket deflection, resolution time, and support quality
- Track and report support metrics, including queue volume, resolution time, deflection rate, and recurring issue categories
- Maintain and expand the certification knowledge base, FAQs, policy pages, and self-service support content
- Partner closely with certification, partner experience, partner operations, legal, learning-platform, testing-vendor, and credentialing teams
- Help create, document, and refine processes and playbooks as the certification program continues to develop
Skills
- Two to four years of experience in B2B customer support, program operations, customer operations, learning operations, certification operations, or a similar environment
- Experience owning a support queue and working against defined service-level and quality standards
- Experience handling repeatable support issues, inquiries, and escalations
- Background supporting education, training, professional certification, testing, credentialing, or similar programs
- Hands-on experience using AI or large language models in daily work, such as: Drafting or triaging support responses at scale, Summarizing case histories, Developing support macros or internal tools, Creating knowledge-base or self-service content
- Strong interest in and understanding of AI technologies
- Ability to interpret and apply policies consistently, including when communicating decisions a candidate may not agree with
- Strong judgment when handling sensitive information, including misconduct records, accommodation requests, and appeals
- Ability to identify patterns across recurring support issues and recommend process or system improvements
- Strong written communication, documentation, organization, and case-management skills
- Comfortable working independently with guidance rather than relying on a fully established playbook
- Comfortable operating in a developing environment where processes are still being built and refined
- Proactive, solutions-oriented approach with a willingness to support responsibilities outside the immediate scope of the role when needed
- Ability to communicate when an answer is not yet known, establish a clear follow-up timeline, and follow through reliably
- Availability to work consistently within either Pacific Time or Eastern Time business hours, depending on the assigned opening
- Experience with Intercom or a comparable customer-support platform
- Familiarity with Pearson VUE or another examination-delivery and proctoring platform
- Familiarity with Credly or another digital credentialing platform
- Experience supporting a high-stakes certification or professional licensure program
- Experience with online proctoring or test-center examination delivery
- Exposure to examination-integrity processes, irregularity reporting, proctoring flags, misconduct reviews, or data-forensics workflows
- Experience using a learning management system such as Skilljar
- Experience supporting partner or channel programs involving resellers, systems integrators, independent software vendors, or similar organizations
- Experience contributing to a knowledge base, help center, FAQ library, or agent-assistance system
- Experience helping build support processes, operating procedures, or playbooks from the ground up
Benefits
- Comprehensive healthcare coverage (medical, dental, and vision plans)
- Supplemental coverage (accident insurance, critical illness insurance and hospital indemnity)
- 401(k)-retirement savings
- Life & disability insurance
- Employee assistance program
- Legal support
- Auto, home insurance
- Pet insurance
- Employee discounts with preferred vendors
Company Overview