Non-Technical (Remote)

Job Description

Job Description

Job Description

Description

A Little Bit About Us:

We are a growing global technology company that is looking to reinvent the way organizations build Trust in People with technology and AI-backed background checks. We are proud to share that we recently secured 43 million in funding, were named one of Canada’s Companies-to-Watch in Deloitte’s Technology Fast 50™ Awards, and are on track to become one of Canada’s fastest-growing start-ups. 

Who are Certonians?

We are soccer players, DIY creators, spicy-food lovers, karaoke lovers, wine connoisseurs, and so much more! We are a team of 150+ people currently living the dream at Certn and are looking for more team members to level us up. If you are excited about working with a group that values accountability, working synergistically with one another, being inclusive of different perspectives, and not being an asshole - aka approaching all solutions & problems with compassion and empathy - we want to hear from you!

The Opportunity:

We are looking for a USA Customer Support Lead to expand our growing background operations team! Reporting to VP of US Operations and Compliance & the Director of Support, you will be responsible for solving customer problems, helping people and providing clarity & knowledgeable support to our customers.

Success in the role requires someone who meets frustration with compassion and confidence, knowing that they are going to be the one to set things right. Our ideal candidate loves helping people, and knows that every call, email and live chat with a customer is an opportunity to help someone through a struggle, provide them with empathy, clarify and knowledgeable support.

• Oversee the day-to-day operations of a team of frontline agents. 
• Review daily metrics, develop action plans and lead daily team stand-ups. 
• Contribute to writing and reviewing Support SOPs and developing training materials to level-up the team. 
• Handle customer escalations and difficult issues that arise in Support. 
• Continuing to be a champion of customer service, with the added responsibility of taking on higher priority tickets and escalated ones raised by fellow agents. 
• Foster a positive work environment with performance coaching and a focus on professional development. 
• Provide a positive customer support experience to our customers throughout the background check process
• By phone, email and live chat you’ll use sound judgment to resolve product or service problems by clarifying the customer’s complaint, determine the cause of the problem, select and explain the best solution to solve the problem, expedite correction or adjustment and follow up to ensure resolution
• Know our products inside and out in order to promptly and accurately answer questions and provide sound solutions to our clients
• Communicate and coordinate with colleagues as necessary
• Provide feedback on the efficiency of the customer service process
• Document policy and procedure updates
• Answer calls and direct callers to the right person within Certn
• 
  

• In depth experience in customer service support, or experience in customer service + technical abilities
• In depth experience working in the background screening industry specifically
• An eagerness to grow a deeper knowledge and skill set within the company and be willing to embrace new challenges within the role. 
• The ability to support Certn’s products and services to customers in a manner that can educate and imbue them with knowledge, and be proficient at communicating product feedback to internal stakeholders wherever improvements and enhancements are needed.
• Skills to set priorities with themselves and their team based on changes that may impact a  workflow or customer experiences on any given day. 
• A comfort in leading team meetings and outbound communications whenever their Team Lead is absent or unavailable for a period of time. 
• Fluent in English
• Experience in a Fast-Paced environment
• Experience maintaining a CRM system and creating IT tickets
• A naturally positive attitude with the ability to work calmly when customers are stressed or upset
• Ability to work independently, and a supportive and positive team member
• The ability to easily adapt to new information and systems
• Strong problem-solving skills
• Proficient typing skills

Our goal is to make sure Certn to be the best place for you to work. That means we are consistently asking for your feedback, researching best practices, and implementing new programs and changes in the way we work so that we can each walk away every day feeling proud to work here!
 
Some of the benefits you can expect at Certn are...

• 4 weeks of paid vacation
• 12 wellness days
• Extensive health benefits
• Family support program (including support for new parents and caregivers)
• Remote-first and supports flexible remote arrangements
• Green transportation allowance
• Fitness & wellness allowance 
• Work from home allowance
• Professional development budget
• And a few more goodies!

Does this role sound like it was made for you, yet you don’t check every box?

We value diversity in our teams’ experience. Whatever your background, experience, ethnicity, physical ability, sexual orientation, race, and gender is, we want to hear from you! We are dedicated to fostering an inclusive and diverse environment for all employees from all walks of life. One of our corporate goals is to build an environment that will be the best place for you to work and spend your time. To accomplish that, we know we need to develop a diverse team where everyone feels included and where a variety of voices are heard. 

*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*