Remote Certification Ops Specialist | Support & Improvement

Russell Tobin; California (MO); On-site; USD 158,000 - 186,000; Part time

Benefits offered by this job

Healthcare coverage

401(k) retirement plan

Life & disability insurance

Employee discounts

Employee assistance program

Legal support

Job summary

Russell Tobin is hiring two Certification Program Support & Operations Specialists for a leading AI company. The role is remote in the United States, with a 5-month W-2 contract and a start in September 2026.

You will own the candidate support experience throughout the certification lifecycle and help improve the overall support model. Key duties include managing the support queue, triaging inquiries, resolving access and credentialing issues, and documenting processes.

Qualifications

• Two to four years of experience in B2B customer support or related operations.
• Experience owning a support queue with defined SLAs and quality standards.
• Experience handling repeatable inquiries and escalations in a certification context.
• Background supporting education, training, professional certification, testing, or credentialing.
• Strong written communication and documentation skills; ability to work independently.

Responsibilities

• Own and manage the certification candidate support queue, meeting SLA targets.
• Triage inquiries and route to appropriate teams when needed.
• Resolve access, eligibility, and credentialing issues with accuracy and empathy.
• Explain scoring, requirements, and score reports to candidates clearly.
• Maintain knowledge base and support content, and surface automation opportunities.

Tools

Intercom

Pearson VUE

Credly

Skilljar

Job description

Russell Tobin is hiring two Certification Program Support & Operations Specialists for a leading AI company. The role is remote in the United States, with a 5-month W-2 contract and a start in September 2026.

You will own the candidate support experience throughout the certification lifecycle and help improve the overall support model. Key duties include managing the support queue, triaging inquiries, resolving access and credentialing issues, and documenting processes.