{"schemaVersion":"jobsearcher.job.v1","id":"c225a1ad134303fa0ab88a21","url":"https://jobsearcher.com/jobs/c225a1ad134303fa0ab88a21","canonicalUrl":"https://jobsearcher.com/jobs/c225a1ad134303fa0ab88a21","title":"Certification Program Support Specialist - 26-00759","description":"Certification Program Support SpecialistAbout the RoleThe Certification Program team builds and manages the Claude Certification Program, validating that professionals at partner organizations have the skills to effectively use Claude across the Associate, Developer, and Architect certification tracks. These certifications strengthen a firm's standing within the Claude Partner Network and demonstrate expertise to customers.The Certification Program Support Specialist is responsible for delivering an exceptional candidate support experience throughout the certification process. This role resolves candidate issues, manages support operations, identifies opportunities for automation, and improves program processes by partnering closely with Certification, Partner Experience, Partner Operations, and external vendors.ResponsibilitiesManage the certification support queue, resolving escalated candidate issues while meeting defined service levels and quality standards.Troubleshoot certification access and eligibility issues, including partner account verification, email domain validation, subsidiary recognition, and discount eligibility.Assist candidates with exam scheduling, account updates, and certification requirements.Handle exam results and scoring inquiries, explaining score reports, retake policies, waiting periods, and certification requirements.Investigate and document exam integrity and misconduct cases, escalating issues to the Certification Program team and Legal as required.Resolve digital credential and badge issues, including Credly invitations, account updates, and certification records.Identify recurring support trends and recommend automation, workflow improvements, macros, and self-service solutions to reduce manual effort.Track and report key support metrics, including ticket volume, resolution times, deflection rates, and recurring issue categories.Maintain and enhance certification documentation, FAQs, knowledge base articles, and support resources.Partner with internal teams and vendors to improve the overall certification candidate experience.Required Qualifications2–4 years of experience in B2B customer support, customer success, program operations, learning operations, or certification program support.Experience managing a high-volume support queue while maintaining strong customer service and quality standards.Hands-on experience using AI tools or large language models (LLMs) to improve productivity, automate workflows, draft communications, or create knowledge content.Strong problem-solving and analytical skills with the ability to apply policies consistently and accurately.Excellent written and verbal communication skills.Ability to handle sensitive or confidential information with professionalism and discretion.Experience identifying process improvements and recurring operational issues.Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.Preferred QualificationsExperience supporting certification, credentialing, training, or learning programs.Familiarity with platforms such as Intercom, Pearson VUE, Credly, or similar certification and digital credentialing systems.Experience working with Learning Management Systems (LMS), such as Skilljar or similar platforms.Knowledge of online proctoring, exam delivery, or certification operations.Experience supporting partner, channel, reseller, or customer certification programs.Experience creating and maintaining knowledge bases, help centers, or FAQ documentation.","company":"LeadStack","rawCompany":"leadstack","city":"Denver","state":"CO","isRemote":false,"isActive":false,"createdAt":"2026-08-14T13:50:30.498Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"13-1151.00","title":"Training and Development Specialists","slug":"training-and-development-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Certification Program Support Specialist - 26-00759","description":"Certification Program Support SpecialistAbout the RoleThe Certification Program team builds and manages the Claude Certification Program, validating that professionals at partner organizations have the skills to effectively use Claude across the Associate, Developer, and Architect certification tracks. These certifications strengthen a firm's standing within the Claude Partner Network and demonstrate expertise to customers.The Certification Program Support Specialist is responsible for delivering an exceptional candidate support experience throughout the certification process. This role resolves candidate issues, manages support operations, identifies opportunities for automation, and improves program processes by partnering closely with Certification, Partner Experience, Partner Operations, and external vendors.ResponsibilitiesManage the certification support queue, resolving escalated candidate issues while meeting defined service levels and quality standards.Troubleshoot certification access and eligibility issues, including partner account verification, email domain validation, subsidiary recognition, and discount eligibility.Assist candidates with exam scheduling, account updates, and certification requirements.Handle exam results and scoring inquiries, explaining score reports, retake policies, waiting periods, and certification requirements.Investigate and document exam integrity and misconduct cases, escalating issues to the Certification Program team and Legal as required.Resolve digital credential and badge issues, including Credly invitations, account updates, and certification records.Identify recurring support trends and recommend automation, workflow improvements, macros, and self-service solutions to reduce manual effort.Track and report key support metrics, including ticket volume, resolution times, deflection rates, and recurring issue categories.Maintain and enhance certification documentation, FAQs, knowledge base articles, and support resources.Partner with internal teams and vendors to improve the overall certification candidate experience.Required Qualifications2–4 years of experience in B2B customer support, customer success, program operations, learning operations, or certification program support.Experience managing a high-volume support queue while maintaining strong customer service and quality standards.Hands-on experience using AI tools or large language models (LLMs) to improve productivity, automate workflows, draft communications, or create knowledge content.Strong problem-solving and analytical skills with the ability to apply policies consistently and accurately.Excellent written and verbal communication skills.Ability to handle sensitive or confidential information with professionalism and discretion.Experience identifying process improvements and recurring operational issues.Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.Preferred QualificationsExperience supporting certification, credentialing, training, or learning programs.Familiarity with platforms such as Intercom, Pearson VUE, Credly, or similar certification and digital credentialing systems.Experience working with Learning Management Systems (LMS), such as Skilljar or similar platforms.Knowledge of online proctoring, exam delivery, or certification operations.Experience supporting partner, channel, reseller, or customer certification programs.Experience creating and maintaining knowledge bases, help centers, or FAQ documentation.","datePosted":"2026-08-14T13:50:30.498Z","dateModified":"2026-08-14T13:50:30.498Z","hiringOrganization":{"@type":"Organization","name":"LeadStack","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Denver","addressRegion":"CO","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"c225a1ad134303fa0ab88a21"},"url":"https://jobsearcher.com/jobs/c225a1ad134303fa0ab88a21"}}