{"schemaVersion":"jobsearcher.job.v1","id":"cd4613748c6fa1150e100d59","url":"https://jobsearcher.com/jobs/cd4613748c6fa1150e100d59","canonicalUrl":"https://jobsearcher.com/jobs/cd4613748c6fa1150e100d59","title":"Certification Program Support Specialist","description":"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.\n\nRemote (PST & EST preferred)\n\nResponsibilities\n\nManage and resolve escalated candidate support requests across the certification journey with accuracy, speed, and consistency.\nOwn the day-to-day support queue, prioritizing issues that need human review and routing cases to the right team when needed.\nSupport access and eligibility questions, including domain recognition, partner record issues, sign-in challenges, and checkout discount concerns.\nExplain score reports, passing requirements, retake rules, waiting periods, and attempt limits in a clear and respectful way.\nInvestigate missing, delayed, or incomplete results and help candidates understand next steps.\nReceive and document exam integrity or misconduct reports carefully, escalating sensitive cases according to policy.\nResolve credential and badge issues, including invitation problems, account or organization changes, and missing certification credit.\nIdentify recurring support patterns, recommend automation opportunities, and help improve macros, workflows, and knowledge content.\nTrack queue trends, resolution timing, deflection opportunities, and common issue categories for regular reporting.\nMaintain and improve self-service resources so candidates and internal teams can find accurate information quickly.\n\nSkills\n\n2 to 4 years of experience in B2B support, customer operations, program operations, or learning and certification support.\nProven experience owning a support queue and working to a defined quality standard.\nStrong communication skills with the ability to deliver policy-based decisions clearly and compassionately.\nComfort handling sensitive information with care, discretion, and sound judgment.\nAbility to stay organized in a developing environment where processes may still be evolving.\nProblem-solving mindset with a habit of noticing patterns and asking why issues keep recurring.\nComfort working independently while following guidance and staying aligned with team priorities.\nInterest in AI tools and hands-on experience using LLMs to support drafting, triage, summarization, or workflow efficiency.\n\nPreferred Skills\n\nExperience with Intercom or similar support platforms.\nFamiliarity with Pearson or Credly platforms.\nBackground supporting certification, licensure, or exam programs.\nExposure to online proctoring, exam integrity workflows, or irregularity review processes.\nExperience contributing to FAQs, help centers, or internal knowledge bases.\nExperience with LMS platforms such as Skilljar.\nFamiliarity with partner or channel programs such as resellers, systems integrators, or independent software vendors.\nAbility to help improve support tooling, documentation, and automation through practical feedback.\n\nHorizontal 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.\n\nBy 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.","company":"Horizontal","rawCompany":"horizontal","city":"Millbrae","state":"CA","isRemote":false,"isActive":false,"createdAt":"2026-08-05T15:44:22.416Z","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":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Certification Program Support Specialist","description":"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.\n\nRemote (PST & EST preferred)\n\nResponsibilities\n\nManage and resolve escalated candidate support requests across the certification journey with accuracy, speed, and consistency.\nOwn the day-to-day support queue, prioritizing issues that need human review and routing cases to the right team when needed.\nSupport access and eligibility questions, including domain recognition, partner record issues, sign-in challenges, and checkout discount concerns.\nExplain score reports, passing requirements, retake rules, waiting periods, and attempt limits in a clear and respectful way.\nInvestigate missing, delayed, or incomplete results and help candidates understand next steps.\nReceive and document exam integrity or misconduct reports carefully, escalating sensitive cases according to policy.\nResolve credential and badge issues, including invitation problems, account or organization changes, and missing certification credit.\nIdentify recurring support patterns, recommend automation opportunities, and help improve macros, workflows, and knowledge content.\nTrack queue trends, resolution timing, deflection opportunities, and common issue categories for regular reporting.\nMaintain and improve self-service resources so candidates and internal teams can find accurate information quickly.\n\nSkills\n\n2 to 4 years of experience in B2B support, customer operations, program operations, or learning and certification support.\nProven experience owning a support queue and working to a defined quality standard.\nStrong communication skills with the ability to deliver policy-based decisions clearly and compassionately.\nComfort handling sensitive information with care, discretion, and sound judgment.\nAbility to stay organized in a developing environment where processes may still be evolving.\nProblem-solving mindset with a habit of noticing patterns and asking why issues keep recurring.\nComfort working independently while following guidance and staying aligned with team priorities.\nInterest in AI tools and hands-on experience using LLMs to support drafting, triage, summarization, or workflow efficiency.\n\nPreferred Skills\n\nExperience with Intercom or similar support platforms.\nFamiliarity with Pearson or Credly platforms.\nBackground supporting certification, licensure, or exam programs.\nExposure to online proctoring, exam integrity workflows, or irregularity review processes.\nExperience contributing to FAQs, help centers, or internal knowledge bases.\nExperience with LMS platforms such as Skilljar.\nFamiliarity with partner or channel programs such as resellers, systems integrators, or independent software vendors.\nAbility to help improve support tooling, documentation, and automation through practical feedback.\n\nHorizontal 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.\n\nBy 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.","datePosted":"2026-08-05T15:44:22.416Z","dateModified":"2026-08-05T15:44:22.416Z","hiringOrganization":{"@type":"Organization","name":"Horizontal","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Millbrae","addressRegion":"CA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"cd4613748c6fa1150e100d59"},"url":"https://jobsearcher.com/jobs/cd4613748c6fa1150e100d59"}}