Global Support Specialist

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 We’re not about outdated processes and red tape.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 Role
This role 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.

This is a 12-month fixed-term contract with the possibility of extension or conversion to a permanent role at Certn. The position is set to begin on October 27, 2025, with a regular work schedule of Monday to Friday, 7:50 a.m. to 4:20 p.m. EST.


What You'll be Doing:
Resolve product or service issues via phone, email, and live chat in line with QA standards.

Accurately identify and clarify customer complaints or issues, leveraging available tools and resources to provide effective solutions.

Ensure proper internal tagging and documentation to help the product team identify support trends.

Collaborate with cross-functional teams using tools such as Jira and Slack.

Multitask efficiently, managing multiple customer interactions through live chat simultaneously.

Provide advanced technical support to candidates and clients, ensuring timely and accurate resolution to maintain high customer satisfaction and loyalty.

Promote new products and offerings where relevant to enhance client outcomes.

Contribute to team customer satisfaction goals, aiming for feedback levels of 90% or higher.

Stay current with product training, updates, and best practices.

Participate in monthly QA programs with team leads and act on feedback promptly.

Engage in monthly 1:1 meetings with team leaders to discuss performance, development, and career growth.

Complete and pass regular knowledge assessments and training pulses.

Provide feedback on the effectiveness of the customer support experience, internal workflows, tools, and company products/services.
Assist in documenting feedback and updating processes to improve team efficiency and customer outcomes.

What you will bring:
High school diploma (or equivalent)

Excellent written and spoken business English

Comfortable using Google Workspace, general software, and web applications

Experience in a tech-driven or fast-paced business environment

Background in data entry and/or customer service

A genuine passion for delivering outstanding customer experiences

Curiosity about technology with a desire to improve processes and workflows

Strong communication skills and the confidence to collaborate across teams

A proactive, hands-on work ethic — willing to roll up your sleeves to get things done

Ability to work through ambiguity, solve problems, and find solutions
Quick to learn, adaptable, and able to understand client needs fast

It’s a Plus If You Have:

Familiarity with tools such as Zendesk, Stripe, and Jira

2+ years of experience in tech environments, data entry, or customer service

Previous experience working in a start-up environment

Why You Should Be Excited:
Vacation Mode On: 10 days of vacation & additional wellness time off.

Flex Life: Remote-friendly setup and work-from-home stipend.

Health and Benefits: Health & Dental benefits with a HCA.

Growth Fuel: A professional development budget to level up your skills, attend industry conferences, pursue certifications, or take advanced courses.

Ownership & Impact: You’ll do work that matters - driving real impact and helping define the direction of our Support Team.

A Little Bit More About Us
If you’re excited by the chance to drive bold innovation, smash silos, and deliver world-class products, we want to hear from you. Let’s build something epic together

Certn is a growing global technology company that is looking to reinvent the way organisations 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.

Compensation Range: CA$40K - CA$50K