Remote Certification Program Specialist

Russell Tobin; California (MO); On-site; USD 158,424 - 185,976; Full time

Benefits offered by this job

Healthcare coverage

401(k) retirement savings

Life & disability insurance

Employee discounts

Job summary

Russell Tobin is hiring two Certification Program Support & Operations Specialists to back a high-stakes AI certification program. Remote position in the United States with a 5-month W-2 contract starting around September 8, 2026.

The role focuses on delivering a superior candidate experience, resolving issues with policy-driven accuracy and urgency, and improving the support model through automation, knowledge resources, and cross-functional collaboration.

Qualifications

• 2–4 years in B2B customer support or program operations.
• Experience owning a support queue with SLAs.
• Experience handling repeatable support issues and escalations.
• Background supporting education, training, professional certification, testing, credentialing, or similar programs.
• Hands-on use of AI in daily work (drafting responses, summarizing histories, developing macros).
• Strong interest in AI technologies.
• Ability to apply policies consistently.
• Strong judgment with sensitive information.
• Identify patterns and suggest improvements.
• Strong written communication and case management.
• Independent work style.
• Developing processes as programs evolve.
• Able to follow up timelines and communicate clearly.
• Available to work Pacific or Eastern Time.

Responsibilities

• Own and manage the certification candidate support queue, resolving escalated issues within defined service-level and quality expectations.
• Triage inquiries not resolved through automation or vendor-level support and route to appropriate teams.
• Resolve candidate access and eligibility issues (partner emails, domain recognition, etc.).
• Set expectations regarding account changes so candidates don’t schedule exams they aren’t eligible for.
• Respond to results and scoring inquiries with accuracy and care.
• Explain scoring, passing requirements, and section-level reports.
• Manage retake eligibility, waiting periods, and attempt limits per policy.
• Support examination-integrity and misconduct intake with proper escalation.
• Resolve digital credential issues (invitations, changes, miscrediting).
• Identify recurring issues and automation opportunities.
• Create or recommend macros, deflection workflows, and internal tools.
• Measure improvements in ticket deflection and resolution time.
• Maintain knowledge base and self-service content.
• Partner with certification, learning-platform, testing-vendor, and credentialing teams.

Skills

Customer support

Operations

Documentation

Policy interpretation

Independent work

Time management

Communication

AI interest

Tools

Intercom

Pearson VUE

Credly

Job description

Russell Tobin is hiring two Certification Program Support & Operations Specialists to back a high-stakes AI certification program. Remote position in the United States with a 5-month W-2 contract starting around September 8, 2026.

The role focuses on delivering a superior candidate experience, resolving issues with policy-driven accuracy and urgency, and improving the support model through automation, knowledge resources, and cross-functional collaboration.