Bilingual Customer Experience Specialist - Pacific or Mountain Time Zone

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. Position Overview: You’re the first voice our customers hear — and the reason they stay. As a Bilingual Customer Experience Specialist, you’ll help people navigate our products, solve problems, and walk away feeling genuinely taken care of. Fluent in both English and Spanish, you’ll connect with a wide range of customers across phone, chat, and email every single day. ROLE AT A GLANCE • Multichannel support — phone, chat, email, and tier-1 technical help • Fully Bilingual (English & Spanish) with a preference for native English speakers — serve customers in both languages • Room to grow — build skills and advance your career with us What you’ll do: • 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. What we’re looking for • Fluent in English and Spanish (required) with a preference for Native English speakers. • Active listener with a positive, high-energy approach to helping people. • Creative problem solver — comfortable thinking on your feet and learning quickly. • Self-starter who takes initiative and follows tasks through to completion. • Strong written and verbal communication skills, with solid typing ability. • Comfortable multitasking across multiple software platforms simultaneously. • Detail-oriented and organized. • Familiarity with common browsers (Chrome, Safari, Edge) and basic internet concepts. • Microsoft Office Suite experience (preferred). • This position will work a schedule from 11:30am – 8pm ET or 8:30am – 5pm PT. • Growth and change mindset — and a desire to have fun while doing great work. How success is measured • Consistently high-quality scores — customers leave interactions feeling heard and helped. • Meeting interaction-handling metrics (response time, handle time, after-contact work). • Showing up reliably and communicating proactively when you can’t. Starting base pay is $17/hour 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.