Join a high-impact certification support team that helps candidates navigate important moments across the certification lifecycle. This role focuses on resolving complex support cases, improving processes, and helping build a stronger, more efficient support experience for every candidate.

Remote (PST & EST preferred)

Responsibilities

• Manage and resolve escalated candidate support requests across the certification journey with accuracy, speed, and consistency.
• Own the day-to-day support queue, prioritizing issues that need human review and routing cases to the right team when needed.
• Support access and eligibility questions, including domain recognition, partner record issues, sign-in challenges, and checkout discount concerns.
• Explain score reports, passing requirements, retake rules, waiting periods, and attempt limits in a clear and respectful way.
• Investigate missing, delayed, or incomplete results and help candidates understand next steps.
• Receive and document exam integrity or misconduct reports carefully, escalating sensitive cases according to policy.
• Resolve credential and badge issues, including invitation problems, account or organization changes, and missing certification credit.
• Identify recurring support patterns, recommend automation opportunities, and help improve macros, workflows, and knowledge content.
• Track queue trends, resolution timing, deflection opportunities, and common issue categories for regular reporting.
• Maintain and improve self-service resources so candidates and internal teams can find accurate information quickly.

Skills

• 2 to 4 years of experience in B2B support, customer operations, program operations, or learning and certification support.
• Proven experience owning a support queue and working to a defined quality standard.
• Strong communication skills with the ability to deliver policy-based decisions clearly and compassionately.
• Comfort handling sensitive information with care, discretion, and sound judgment.
• Ability to stay organized in a developing environment where processes may still be evolving.
• Problem-solving mindset with a habit of noticing patterns and asking why issues keep recurring.
• Comfort working independently while following guidance and staying aligned with team priorities.
• Interest in AI tools and hands-on experience using LLMs to support drafting, triage, summarization, or workflow efficiency.

Preferred Skills

• Experience with Intercom or similar support platforms.
• Familiarity with Pearson or Credly platforms.
• Background supporting certification, licensure, or exam programs.
• Exposure to online proctoring, exam integrity workflows, or irregularity review processes.
• Experience contributing to FAQs, help centers, or internal knowledge bases.
• Experience with LMS platforms such as Skilljar.
• Familiarity with partner or channel programs such as resellers, systems integrators, or independent software vendors.
• Ability to help improve support tooling, documentation, and automation through practical feedback.

Horizontal Talent is committed to creating a welcoming and inclusive environment where people of all backgrounds can thrive. We value diversity, equity, and inclusion as essential to building strong teams, better ideas, and better outcomes for everyone.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.