Certification Program Support & Operations Specialist
Location: Remote — United States
Contract Length: 5 Months W-2 Contract
Tentative Start: September 8, 2026
Pay Rate: $115–$135/hr based on experience
Openings: 2
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.
The Certification Program Support & Operations Specialist will own the candidate support experience throughout the certification lifecycle. Candidates may have paid for an exam, scheduled a proctored appointment, or be relying on their certification results to support their organization’s standing within a partner network. When issues arise, this person will be responsible for resolving them with accuracy, urgency, empathy, and consistent application of program policies.
In addition to managing support cases, this role will help improve the overall support model by identifying recurring issues, recommending automation opportunities, documenting processes, maintaining knowledge resources, and surfacing potential gaps across learning, test-delivery, credentialing, and partner systems.
Key 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.
Required Qualifications
- 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.
Preferred Qualifications
- 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.
Russell Tobin offers eligible employee’s 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, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.
Equal Employment OpportunityRussell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
Fair Chance EmploymentRussell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.
AccommodationsWe are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.
Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.
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