About the job
About Certus
Certus blends education and technology to support over 4 million learners each year as they advance their careers. Clients range from individuals to leading organizations, including Amazon, Siemens, Geico, and Chick-fil-A, who trust Certus to help develop talent at scale.
Work Culture
Collaboration is central at Certus, connecting people across software engineering, instructional design, creative writing, and marketing. Internal mobility is encouraged, and continuous growth is a priority. Diversity is celebrated, and every team member’s perspective matters as the company shapes the future of workforce learning.
Who Thrives at Certus
- People who take initiative and approach challenges proactively
- Those who adapt well in a changing industry
- Creative, authentic, and courageous contributors
Role Overview: Bilingual Customer Escalations Specialist (Remote)
This role provides second-line support for inquiries from both current and potential customers. The specialist manages tickets and emails, and handles inbound and outbound calls in English and Spanish. Every interaction should reflect Certus’s values and aim to exceed customer expectations.
Key Responsibilities
- Resolve customer inquiries by phone, chat, or email in both English and Spanish
- Work to ensure customer satisfaction with Certus products and services
- Follow up promptly when issues require further investigation
- Educate customers on self-service tools to help reduce future inquiries
- Use available resources to achieve first contact resolution whenever possible
