Certification Program Support & Operations Specialist

About the Role

This full-time remote position supports a leading AI company's critical professional certification program. The specialist manages the candidate support experience throughout the certification process, ensuring accurate, empathetic, and timely resolution of issues while applying program policies consistently. This role also contributes to improving support operations by identifying recurring challenges, suggesting automation, maintaining documentation, and collaborating across multiple internal and partner teams.

Key Responsibilities

• Oversee and resolve escalated certification candidate support requests within established service and quality standards.
• Screen and redirect inquiries beyond automation or vendor assistance to appropriate internal or external teams.
• Handle candidate access and eligibility challenges such as partner email recognition failures, unrecognized subsidiary domains, personal email sign-ins, missing partner discounts, and partner record update delays.
• Set clear expectations to prevent candidates from scheduling exams they are ineligible for.
• Accurately respond to inquiries regarding exam results, scoring methods, passing criteria, and section-level reports.
• Investigate delays or missing examination results.
• Manage questions about exam retake eligibility, waiting periods, and attempt limits, applying policy consistently.
• Support examination integrity by gathering information on misconduct cases and escalating to leadership and Legal as needed.
• Resolve digital credential and badge issues, including missing invitations, candidate contact changes, and adjustments to partner account credits.
• Identify frequent support challenges and manual tasks that could benefit from automation initiatives.
• Develop or recommend support macros, workflows, agent tools, and other internal process improvements.
• Track and report key metrics like ticket volume, resolution speed, deflection rates, and common support issues.
• Maintain and expand knowledge bases, FAQs, policy pages, and self-help content.
• Partner with teams in certification, partner experience and operations, legal, learning platforms, testing vendors, and credentialing.
• Document and continuously improve processes and operational playbooks as the certification program evolves.

Required Qualifications

• Two to four years of experience in customer support, program operations, learning or certification operations, or related fields in a B2B context.
• Proven ability to manage a support queue under service-level and quality expectations.
• Experience managing recurring issues and escalations.
• Background in education, training, certification, testing, or credentialing operations.
• Practical use of AI or large language models in daily workflows such as drafting scalable responses, summarizing cases, creating macros, or developing knowledge content.
• Strong interest and understanding of AI technologies.
• Skill in interpreting and applying policies uniformly, especially in challenging communications.
• Sound judgment handling sensitive data, including misconduct and appeals.
• Aptitude for spotting patterns in support issues and recommending system or process upgrades.
• Excellent writing, documentation, organizational, and case-management skills.
• Self-motivated and able to work independently in dynamic environments with evolving processes.
• Proactive problem solver willing to extend beyond defined duties as needed.
• Clear communicator who sets realistic follow-up expectations when answers are pending.
• Ability to work consistently during assigned business hours in either Pacific or Eastern Time zones.

Preferred Qualifications

• Experience with customer support tools like Intercom.
• Familiarity with examination delivery platforms such as Pearson VUE.
• Knowledge of digital credentialing platforms like Credly.
• Experience supporting high-stakes certification or licensure programs.
• Exposure to online proctoring, test-center delivery, examination integrity processes, or misconduct investigations.
• Use of learning management systems such as Skilljar.
• Experience assisting partner or channel programs involving resellers or system integrators.
• Contributions to knowledge bases, help centers, or agent-assistance systems.
• Participation in building support processes and operational playbooks from the ground up.

Additional Information

This is a 5-month W-2 contract role with pay ranging from $115 to $135 per hour based on experience. There are two openings, and work is fully remote within the U.S. Employees may be eligible for comprehensive benefits including medical, dental, vision, supplemental insurance plans, 401(k), life and disability insurance, employee assistance, legal support, auto/home/pet insurance discounts, and more.

Diversity, Equity & Inclusion

The employer is committed to equal opportunity employment and does not discriminate based on race, creed, color, national origin, disability, gender identity, sexual orientation, veteran status, or any other protected characteristic. They also observe Fair Chance hiring practices and provide accommodations for applicants and employees with disabilities as required by law. Specific lactation accommodation notices apply for San Francisco candidates.