Bilingual Customer Escalations Specialist

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:

Our Bilingual Customer Escalation Specialists provide second-line support to queries from existing and potential customers. This is primarily tickets and emails but includes Inbound and Outbound calls as needed in both English and Spanish. Specialists embody the core values of the organization in all interactions with customers and consistently go above and beyond

Responsibilities:

·       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.