Who We Are
At Certn, we’re revolutionizing background screening with The World’s Easiest Background Check—fast, global, and powered by tech. We’re not about outdated processes and red tape. We’re about innovation, speed, and impact.
If you’re looking for a place where ownership, collaboration, and creativity thrive, this is it.
The Opportunity
As the Global Support Representative, 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 cross departmental teams through Jira or slack.
Ability to multitask and handle multiple customers through live chats at the same time.
Provide advanced 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.
Staying 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 a 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, the internal organization’s various workflows and tools, as well as the company’s products and services. Assist in documenting the feedback and current/new processes.
We are hoping you will bring
High School Graduate or equivalent
Excellent written and oral communication
Familiarity with Google suite, general software and web applications
Some experience in a tech environment or fast paced business environment
Experience in data entry, or customer service
Personal passion in delivering industry leading customer service experiences
Why You Should Be Excited
Vacation Mode On: 4 weeks of paid annual leave, plus additional health & wellness time off.
Flex Life: Fully remote setup with a home-office allowance and flex stipend.
Growth Fuel: Budget to attend industry conferences, pursue certifications, or take advanced courses.
Impact & Ownership: Own critical system components that directly affect customer experience and platform stability.
Team Energy: Collaborate with passionate engineers who value craftsmanship, continuous improvement, and collective success.
A Little Bit More About Us
Certn is a growing global technology company that is looking to reinvent the way organizations build Trust in People with technology and AI-backed background checks. Having recently been named one of Canada’s Companies-to-Watch in Deloitte’s Technology Fast 50™ Awards, we are becoming one of the fastest-growing start-ups.
Just so you know… The selected candidate will be required to complete a background check. This means you will get to see first hand what we do (and trust us, we do it REALLY well)!
Certn takes pride in being an advocate for equal opportunities in the workplace. Our commitment is reflected in how we’re creating a workplace that’s respectful, inclusive, and free from barriers—a place where each member of our team can achieve their full potential. We firmly believe that the strength of our company is rooted in diversity, and we encourage every individual to bring their authentic selves to work. We extend a warm welcome to all qualified candidates and hope that you'll consider Certn as your preferred employer, where you can thrive and contribute to our collective success.
If you have a disability that requires accommodation during any stage of our recruitment process, please let us know how we can best assist you.
