Certus

• Resolve customer questions and issues via phone, chat, and email — in English and Spanish — with accuracy and care. • Educate customers on self-service options so they’re empowered to find answers on their own next time. • Follow up promptly when a resolution needs more investigation, keeping customers informed every step of the way. • Troubleshoot common browser and internet issues; escalate complex cases when needed. • Track patterns and surface emerging trends to the team so we keep getting better. • Maintain a professional, positive demeanor in every customer interaction.

Role Description At Certus, compliance isn't just paperwork — it's the promise we make to learners that their hard-earned credentials actually count. As a Reporting Specialist, you're the person who keeps that promise. You'll own the end-to-end process of submitting course completions to state licensing agencies, making sure every licensee gets credit for their work accurately and on time. This is a detail-oriented, high-ownership role where your accuracy directly impacts real people's professional lives. What You'll Do - Serve as the internal expert on your assigned specialties — becoming the go-to resource on courses, licensing agencies, and reporting requirements across the company. - Pull and prepare student completion data, formatting it to meet each agency's exact submission standards. - Submit completions to regulatory agencies within required timeframes using each agency's preferred reporting method. - Own issue resolution — when something goes wrong, you identify it, communicate it to the right people, and drive it to a fix. - Create custom documentation, certifications, and records as required by regulators. - Maintain and update access to reporting portals; keep our records database accurate and audit-ready. - Build professional relationships with regulators and represent Certus with credibility and care. Qualifications - Sharp attention to detail — you catch what others miss and take accuracy personally. - Strong organizational and time management skills; you thrive juggling multiple deadlines without dropping the ball. - Clear, confident communicator — written and verbal — with colleagues, customers, and regulators alike. - An independent, critical mindset: you don't wait to be told what's broken. - Comfort learning new software; proficiency in Microsoft Office Suite. - A growth mindset and genuine desire to enjoy the work you do. Requirements - This is primarily a desk-based role involving extended computer work. - If you like having clear ownership, a satisfying rhythm of completing tasks with precision, and knowing your work genuinely matters to people's careers — this role delivers that every day. Performance Expectations - Report all completions within a prescribed timeframe to the relevant regulatory agency using the agency’s required reporting method. - Communicate all reporting issues to relevant parties and drive the resolution. - Interact professionally with various regulators as it relates to their role. Benefits - This position has a base pay of $19/hour. - Employees are eligible for up to a 5% annual bonus. EEO Statement Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

• Generate new opportunities by proactively prospecting through 80-100 outbound calls per day, email campaigns, and research to identify potential corporate clients. • Meet and exceed daily performance metrics for calls, emails, and new leads aligned with the overall sales plan. • Become a product ambassador by understanding our solutions and clearly communicating how they create value for customers. • Maintain accurate and organized records in our CRM to ensure transparency, collaboration, and pipeline visibility. • Collaborate closely with Account Executives and team members to drive deal flow and provide exceptional customer experiences. • Take on additional projects and initiatives that support departmental and companywide goals.

• Lead & Inspire: Guide and mentor a team of developmental editors to deliver exceptional content—on time and on target • Drive Strategy & Innovation: Shape and execute a forward-looking content revision strategy in partnership with Content leadership • Own the Revision Process: Oversee project planning from kickoff to release, ensuring alignment on scope, priorities, and deadlines • Ensure Quality & Compliance: Maintain high standards for content accuracy, engagement, and instructional effectiveness • Collaborate & Connect: Partner cross-functionally to solve challenges quickly and effectively

• Own performance across a multi-brand, multi-vertical portfolio • Lead a team of six PPC managers across three levels of seniority • Oversee paid search across roughly 100 domains, five verticals, and $26M in annual spend • Develop channel innovation: new campaign types, platform features, AI-enabled testing, automation • Build vertical-specific playbooks in partnership with Product, PMM, SEO, Social, CRM, and Analytics • Ensure QA, governance, and measurement integrity to protect spend and brand standards • Provide executive reporting that ties PPC results to business outcomes • Articulate a campaign-level vision and work directly in PPC platforms as necessary • Lead training on internal Confluence-based training path for quick capability building.

• Translate product requirements into clear, actionable technical plans • Identify key use cases and anticipate edge cases before they become issues • Prioritize and refine requirements to focus on what truly matters • Document and communicate requirements with clarity across teams • Collaborate with product owners and engineers to ensure alignment and completeness • Design and deliver scalable, secure, and high-performing features • Balance functionality, performance, reliability, and maintainability in every solution • Contribute to architecture at the feature, module, and component levels • Debug and resolve issues efficiently using modern tools and techniques • Take ownership of code quality—proactively identifying and fixing defects • Partner with QA to validate features and exceed acceptance criteria • Engage in technical discussions that drive innovation and continuous improvement

About Certus We sit at the intersection of people and technology—building training and education solutions that help more than 4 million learners each year enter, advance, or reinvent their careers. Our customers range from individual professionals charting their own path to some of the world's most recognized brands: Amazon, Siemens, Geico, Chick-fil-A, and others who trust us to develop their people at scale. How We Work Our teams span software engineering, instructional design, creative writing, consultative sales, marketing, and beyond. Movement between roles isn't just possible; it's encouraged. We're building something that requires people who want to keep growing. Who Thrives Here - Self-starters who bring a get-it-done mindset and don't wait for permission - Builders drawn to a fast-moving industry where the landscape keeps shifting - Humans who are innovative, brave, kind, and bring their full selves to work We're committed to a culture where people can be exactly who they are—and where that diversity of perspective makes everything we build stronger. The workforce learning market is evolving rapidly, and we're helping define where it goes next. If you want work that matters, room to grow, and a team that actually means it when they talk about culture—we should talk. Job Overview: The Customer Care Supervisor coaches and motivates assigned Customer Care Specialists, as they field interactions from potential and existing customers. The Supervisor continuously trains, ensuring every Specialist is well prepared for the interactions they will encounter. This role conducts live monitoring sessions and provides real-time feedback, ensuring Specialists have the knowledge required and are fully prepared to meet customer expectations. The Customer Care Supervisor is available and accessible to answer questions and provide ongoing support. This position motivates and inspires Specialists to strive to become self-reliant and prepared to address any questions that arise. The Supervisor is analytical, supportive, and serves as a resource to their team of Specialists. Responsibilities: · Proven experience hiring, coaching, and developing Specialists. · Provide supervision, training, and development opportunities to Specialists. · Monitor and review phone, chat, and email engagements, including call quality scores, agent statistics, time entries, attendance, escalations, etc. · Real-time performance monitoring, including queue allocation, channel management, and call escalations. · Investigate and solve customer service complaints. · Monitor issues and trends and escalate to management as needed. · Ensure Specialists adhere to schedule and are tasked appropriately. · Assist with development and implementation of service policies. · Enforce policies, up to and including disciplinary action, escalating to Voice and Chat Manager, when needed. · Ensure relevant and pertinent up-to-date information is provided and communicated to team in a timely manner. · Maintain documentation pertaining to customer service department activities. · Identify additional training needs for team. · Timecard review and approval. · Perform additional duties where needed. Competencies Required: · Keen problem solver that is willing to think on their feet and learn quickly. · Reliable individual that can always be counted on to give their best work and follow tasks through to completion. · Self-starter comfortable taking initiative and finding answers to customer questions. · Great at multi-tasking, using multiple software programs to service a find a solution. · Excellent coaching skills with a positive attitude, energy, and demeanor. · Excellent written, verbal communication skills, and typing ability. · Excellent organizational skills and attention to detail. · Understand common internet browsers such as Chrome, Safari, Edge, and Internet Explorer and basic internet concepts including browser navigation, how to download files, incognito/private mode, and URLs. · Experience with Microsoft Office Suite preferred. · Mastery of the English language. · Spanish language skills desired, but not required. · Flexibility with work schedule preferred. · Professional demeanor. · Adaptive to change. · Experience with team management. · Ability to communicate directly with others. · Desire to have fun while working. · Growth and change mindset. Physical Requirements: · Prolonged periods of sitting at a desk and working on a computer. · Prolonged periods of being on the phone/wearing a headset. Performance Expectations: - Team consistently meets metrics for responding to customers in a positive, thorough, timely manner, according to quality scoring standards. - Team consistently meets metrics for interaction handling (i.e., interactions per hour, handle time, ACW, etc.). - Effectively coach, lead, and manage a team of Specialists to meet KPIs and consistently achieve live monitoring and coaching goals. This position will have a base pay of $45,000 - $48,000 per year and will be eligible for up to a 5% performance bonus. This position will be remote but there is a strong preference for candidates in the Orlando, FL area. Work hours are 8am - 5pm ET or 9am - 6pm ET with an hour break for lunch. EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• Provide resolutions to queries received from customers via call, chat or email in English and Spanish. • Ensure customers are satisfied with product or service. • Follow-up with customers in a timely manner, when a service resolution requires investigation. • Educate the customer to assist with self-service solutions and to mitigate future product questions. • Utilize resources to provide first contact resolution for all contacts. • Determine when query requires escalation after available resources have been exhausted. • Provide basic troubleshooting assistance with common internet browsers. • Maintain a professional demeanor with all customer interactions. • Maintain performance metrics expectations and strive for continuous learning to achieve desired goals. • Monitor issues and trends and escalate to management as needed. • Perform additional duties where needed.

About Certus We sit at the intersection of people and technology—building training and education solutions that help more than 4 million learners each year enter, advance, or reinvent their careers. Our customers range from individual professionals charting their own path to some of the world's most recognized brands: Amazon, Siemens, Geico, Chick-fil-A, and others who trust us to develop their people at scale. How We Work Our teams span software engineering, instructional design, creative writing, consultative sales, marketing, and beyond. Movement between roles isn't just possible; it's encouraged. We're building something that requires people who want to keep growing. Who Thrives Here - Self-starters who bring a get-it-done mindset and don't wait for permission - Builders drawn to a fast-moving industry where the landscape keeps shifting - Humans who are innovative, brave, kind, and bring their full selves to work We're committed to a culture where people can be exactly who they are—and where that diversity of perspective makes everything we build stronger. The workforce learning market is evolving rapidly, and we're helping define where it goes next. If you want work that matters, room to grow, and a team that actually means it when they talk about culture—we should talk. Job Overview We’re looking for a proactive and detail-oriented HR Coordinator with 2–3 years of experience to help power our people operations. This role is ideal for a self-starter who thrives in a fast-paced environment, enjoys working independently, and leverages data and systems (like ADP) to drive smarter HR decisions. Key Responsibilities - Support core HR operations, including onboarding, offboarding, employee records, and HRIS maintenance - Manage and maintain employee data in ADP, ensuring accuracy, compliance, and data integrity - Generate reports and analyze HR metrics (turnover, headcount, time-to-hire) to inform decision-making - Ensure compliance with federal, state, and local employment laws and internal policies - Serve as a trusted point of contact for employee questions on HR policies and processes - Own and continuously improve HR workflows across the employee lifecycle - Conduct regular audits and maintain compliance documentation (I-9s, acknowledgments, etc.) - Support benefits administration, including enrollments and vendor coordination - Create and maintain SOPs, HR documentation, and knowledge resources - Assist in optimizing HR systems, tools, and automation - Coordinate audits and ensure readiness for compliance reviews - Lead recruiting for hourly roles, including job postings, candidate screening, interviews, and stakeholder coordination - Identify process gaps and drive efficiency improvements across HR operations Qualifications: - High integrity with the ability to handle confidential information - Strong organizational skills with exceptional attention to detail - Proven ability to manage multiple priorities with urgency and meet deadlines - Excellent communication, interpersonal, and problem-solving skills - Analytical mindset with experience using data to inform decisions - Ability to work effectively in a multi-site, virtual environment - Knowledge of U.S. and Canadian employment laws and regulations - Proficiency in Microsoft Office and HRIS platforms (ADP preferred) - Growth-oriented mindset with a passion for continuous improvement and team development This position will have a base pay between $55,000 - $65,000 annually and will be eligible for up to a 5% annual performance bonus. The position is remote but strong preference for candidates in Greenville, SC area. EEO Statement: Certus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

• Generate new opportunities through outbound calls and email campaigns • Meet daily performance metrics for sales outreach • Collaborate with Account Executives to drive deal flow