Job Description
At Certn, we’re changing how trust works with The World’s Easiest Background Check. We’ve raised $127M+, earned Deloitte Fast 50™ recognition three years in a row, and we’re still only scratching the surface. Our goal is straightforward: help people move faster - into jobs, homes, and opportunities - by simplifying the path to trust.
We’re not a traditional background screening company. We’re a team of curious, collaborative builders who care about solving real problems for real people. We challenge each other, move fast, and have fun doing it.
If you want to grow, make an impact, and help shape products used by millions, this is your place. Let’s build what’s next, together.
The Role: Global Support Specialist (APAC - 12 month contract)
As the Global Support Specialist, you will be reporting to the Support Team Lead and will be responsible for providing assistance through our SaaS system to ensure users can thoroughly issue, access and complete background checks. The role requires a holistic response to helping people that delivers the highest level of customer service and creates raving fans.
What You’ll Be Doing (and Crushing)
Clarifying the customer’s complaints/issues then using tools and resources to resolve the issue.
Proper internal tagging and administration to identify support drivers for the product team.
Communicate and collaborate with cross-departmental teams through Jira or Slack.
Multitask and handle multiple customers through live chats at the same time.
Provide advanced technical support to candidates and clients via phone, email, and chat, ensuring issues are resolved promptly and accurately to maintain high customer satisfaction and loyalty.
Where applicable, promote new Certn products and offerings to better serve client needs.
Contribute to the team’s customer satisfaction metrics delivering feedback levels of 90% or higher overall.
Stay up to date on product training and knowledge.
Engage in a monthly QA program with Team Lead and action feedback in a timely manner.
Participate in monthly 1:1’s with Team Leader for performance and career conversations.
Complete and pass regular knowledge pulses and assessments.
Provide feedback to team leads and managers on the effectiveness of the customer support experience, internal workflows and tools, and the company’s products and services. Assist in documenting feedback and current/new processes.
What You Bring to the Table
High School Graduate or equivalent; higher level education preferred.
High standards of written and oral business English.
Familiarity with Google Suite, general software, and web applications.
Experience in a tech environment or fast-paced business setting.
Experience in data entry or customer service.
Personal passion for delivering industry-leading customer service experiences.
Familiarity with Zendesk, Stripe, and Jira (preferred).
2+ years of experience in a tech environment (preferred).
Our Culture
We’re a remote-first company with a high-performance edge. We value hustle, hunger, and helping each other win - but we also have a strict no-jerk policy. Ambition here is about lifting people up, not stepping on toes.
We think like owners and execute with urgency.
We’re customer-obsessed and always learning.
We give real feedback and hold each other to high standards.
AI in Our Culture
We’re AI enthusiasts. From Ops to Legal, Product to People & Culture, we use AI to move faster, make smarter decisions, and build better experiences.
We believe in using AI intentionally - ethically, creatively, and always in service of delivering more for our customers and each other. Don’t worry if you’re not an expert; curiosity and a willingness to learn matter most.
How We Hire (and How We Use AI)
At Certn, we use AI tools to support our recruitment process, including helping us organize and review applications to identify early matches based on role criteria. These tools assess the information you provide, such as your skills, qualifications, and experience.
That said, all hiring decisions involve human judgment and oversight.
Your personal information will be collected and processed in accordance with our Privacy Policy, which explains what data we collect, how we use it, how long we will retain it, and your rights to access, correct, or request a human review of any automated decision.
Tip: Show us the real you. We encourage you to apply authentically and avoid relying solely on AI-generated responses, especially during interviews. We want to get to know you and not your Generative AI tools!
What’s In It For You
Time Off: 32 paid time off days per year
Remote Life Perks: One-time $500 Work From Home Stipend
Growth Fuel: $1,000 in Professional Development budget per year
Ownership & Impact: Your work matters and you’ll see it touch millions
Come As You Are
We’re committed to building a workplace that’s diverse, inclusive, and empowering for all. If you need accommodations to support any special needs at any stage of the recruitment process, just let us know - we’ve got you.
One Last Thing…
Just so you know, the selected candidate will be required to complete a background check. This means you will get to see firsthand what we do (and trust us, we do it REALLY well)!
