Certification Operations Specialist

Job#: 3044065

Job Description:

Certification Operations Specialist

Location: San Francisco, California (Remote)

Role Overview

This role is focused on supporting a certification program. Two positions are available, one requiring coverage in the PST time zone and the other in the EST time zone. The Certification Program Support Specialist is integral to protecting and enhancing the candidate experience throughout the certification journey. As the primary owner of escalated candidate support, this role ensures issues are resolved with accuracy, consistency, urgency, and adherence to program policy. This position will help create, document, and improve processes and playbooks in a developing environment.

Key Responsibilities

• Serve as the primary point of resolution for escalated candidate issues across the certification lifecycle, consistently meeting defined service-level objectives and quality standards.
• Own day-to-day management of the certification support queue, ensuring efficient triage and resolution of issues not addressed through automation or vendor-provided support.
• Lead end-to-end resolution of certification access and eligibility cases, including diagnosing and resolving issues related to partner email domains, record recognition failures, and discount eligibility.
• Handle exam results and scoring inquiries with professionalism, accuracy, and empathy.
• Manage intake and documentation of exam integrity and misconduct concerns, escalating cases as required.
• Support credential fulfillment and digital badging experiences.
• Drive continuous improvement by identifying high-frequency support issues and recurring manual workflows to enhance automation and process optimization.
• Monitor and report on key support performance indicators, including queue volume, resolution times, and recurring issue categories.
• Maintain and expand knowledge assets that power self-service support and operational consistency.

Required Qualifications

• 2-4 years of experience in B2B support, customer operations, program operations, learning operations, or certification program environments.
• Experience handling repeatable support issues and inquiries.
• Proficient in the practical application of AI technologies and large language models within day-to-day operations.
• Strong interest in and understanding of AI technologies.
• Ability to apply policy consistently and communicate decisions clearly.
• Demonstrate sound judgment and discretion when handling sensitive matters.
• Possess analytical skills to identify patterns, root causes, and opportunities for systemic improvement.
• Able to work independently with guidance in a developing environment where processes are still being built and refined.

Preferred Qualifications

• Experience with platforms such as Intercom, Pearson VUE, Credly, or similar support, testing, and digital credentialing solutions.
• Experience supporting high-stakes certification, assessment, licensure, or credentialing programs.
• Exposure to exam integrity operations, including irregularity investigations or proctoring reviews.
• Experience working with Learning Management Systems (LMS) such as Skilljar.
• Familiarity with partner, channel, reseller, or systems integrator ecosystems.
• Experience creating, managing, or contributing to knowledge bases, help centers, or FAQ content.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.

Employee Type:

Contract

Remote:

Yes

Location:

San Francisco, CA, US

Job Type:

Date Posted:

July 28, 2026

Pay Range:

$135 - $135 per hour

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