Certn

Product Manager

• Define and prioritise product requirements, user stories, and use cases to ensure the development of impactful solutions that address customer needs and drive business objectives.
• Conduct market research, competitive analysis, and customer insights to uncover opportunities that enhance product-market fit and strengthen our competitive position.
• Partner with cross-functional teams to align on priorities, streamline product development, and accelerate time-to-market.
• Identify market opportunities, emerging trends, and customer pain points to drive continuous innovation and increase customer satisfaction.
• Validate market problems for both existing and future customers to ensure product investments deliver tangible value and sustainable growth.
• Drive the product development process from concept to launch, ensuring products meet high-quality standards and deliver measurable business impacts. This includes defining product specifications, collaborating with engineering teams, and overseeing testing and quality assurance.
• Own the product roadmap for incremental improvements and iterative development on business objectives
• Collaborate with marketing and sales teams to create compelling product messaging, sales enablement tools, and go-to-market strategies that drive adoption and revenue growth.
• Analyze customer feedback and user behavior data to iterate on features, optimize user experience, and improve product retention.
• Define and track product performance metrics to measure success, identify gaps, and inform continuous product improvement.
• Research and evaluate new technologies, industry trends, and competitor offerings to enhance product differentiation and market leadership.
• Build strong relationships with internal and external stakeholders to align product vision, gain buy-in, and foster a culture of collaboration.
• Provide clear, timely updates on product roadmap progress and key changes to ensure transparency and alignment across teams.
• Work closely with engineering teams to ensure product decisions are effectively translated into development plans, driving efficiency and execution excellence.
• Actively participate in scrum ceremonies to maintain alignment with development teams and ensure priorities are well-communicated.
• Champion a customer-first mindset across the organization, ensuring products consistently solve real user problems and drive business value.
• Assist in defining and analyzing product success metrics to support ongoing evaluations and improvements.
• Contribute to profitability assessments, providing insights that inform product decisions and feature prioritization.
• Collaborate with the Business Intelligence team to extract and analyze product usage data, identifying trends to enhance user engagement and retention.
• Gather and organize market research data to support product positioning and articulate value in different markets.

Account Executive

• Drive growth across the region through full-cycle sales ownership — from prospecting to closing and onboarding
• Identify and engage high-value prospects
• Deliver consultative and data-driven conversations
• Position Certn’s background screening solutions as the best in the market
• Collaborate closely with Marketing, Customer Success, and Product to align client needs with Certn’s offerings

Senior Sales Executive

Customer Support

• Complete automated and manual fulfillment of checks for customers and business clients.
• Make verification and fulfillment enquiries to companies and institutions around the globe.
• Meticulously evaluate identification provided against data in source fields and ensure quality of submissions meets requirements.
• Manage highly confidential information in a matter that aligns with regional privacy and compliance directives.
• Verify details such as customer’s identities, personal information, criminal history, current and previous employment, education, professional licences, certifications, references and other public record information.
• Record confirmed details in Certn/Intercheck’s platforms.
• Meet daily volume and accuracy quotas.
• Write accurate reports, flagging any discrepancies.
• Quality check files to ensure the client’s specific and regulatory standards are met.
• Ensure all communications via phone, email and chat feature, meet the highest degree of empathy, service, clarity and quality.
• Answer calls from the support line and contact clients and candidates for missing information.
• Communicate with third parties such as employers, schools, law enforcement partners, ACIC, vendors and online databases to verify information.
• Deal with client questions and concerns in a timely manner.
• Understand current background check requirements and demonstrate a philosophy of continuous improvement actively looking for new opportunities to create more efficient, effective and high quality processes.
• Provide support to peers whether it be assisting with workloads, answering questions, or supporting new hire training initiatives.

Support Representative

Content Manager

• Develop and execute Certn’s social media strategy to grow visibility, engagement, and influence.
• Set goals for each channel, manage the content calendar, and define the mix of formats and messages.
• Balance brand storytelling with thought leadership in HR, leadership, and workplace topics.
• Plan and produce content across posts, videos, and stories.
• Use tools like CapCut, Canva, native editors, and AI-assisted creative tools to create engaging content.
• Oversee Certn’s presence on LinkedIn, TikTok, Instagram, and relevant emerging platforms.
• Track, analyze, and report on content performance across engagement, reach, traffic, and conversion metrics.
• Proactively use trends, cultural moments, and emerging opportunities to create content.

Social Content Lead

Software Engineer

• Coach, mentor, and conduct 1:1s and performance reviews. Cultivate team morale, engagement, and professional growth.
• Drive execution of roadmaps, coordinate sprint planning, remove obstacles, and ensure on-time, high-quality software delivery. Act as liaison between engineering, product, and design.
• Define and enforce scalable architecture standards, oversee design reviews, and champion technical excellence across both teams.
• Jump into Python or C# on the back-end and TypeScript or React on the front-end to unblock critical issues, prototype new features, and set a high bar through code reviews.
• Drive continuous improvement by leading through change, influencing stakeholders, and motivating teams to adapt and grow in a dynamic environment.

Manager, Engineering – Integrations & Features

Support Engineer

• Resolve complex product or service issues escalated from client-facing teams (Tier 2 troubleshooting)
• Stay current on product updates, training, and technical knowledge
• Investigate issues using internal tools to identify root causes
• Ensure accurate internal tagging and documentation to highlight support trends for the product team
• Communicate and escalate emerging issues to Engineering (SRE) and Product teams via approved channels
• Provide feedback to Support Specialists and Team Leads on tickets that could have been handled at Tier 1
• Monitor Slack channels to ensure no technical support question goes unanswered
• Promote new products and offerings where relevant to meet client needs
• Contribute to team customer satisfaction metrics, maintaining SLA-aligned feedback levels
• Handle frontline support via live chat, callbacks, and email to cover scheduling gaps or volume spikes
• Serve as a mentor, trainer, or technical coach to support team members
• Participate in strategic projects and initiatives within the Support team
• Act as point of contact and become the expert on troubleshooting support tools in absence of Technical Team Lead
• Identify opportunities for process and product improvements and provide actionable recommendations to leadership
• Document technical support processes and troubleshooting guides in Guru
• Support improvements to Certn Help public documentation with Knowledge Management stakeholders
• Assist in coordinating tooling changes (Zendesk, Assembled, ADA, Guru) and report critical operational issues
• Provide leadership and guidance to the Support team, ensuring operational efficiency and effective issue resolution

Technical Support Specialist

• Report to the Support Team Lead and provide assistance through Certn's SaaS system to ensure users can issue, access and complete background checks.
• 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.
• 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 and assist in documenting updates to processes.

Global Support Specialist

• Lead end-to-end feature development in a modern SaaS environment
• Write, review, and mentor others in producing clean, scalable code (20% mentorship/time)
• Partner in a triad with Product and Design to lead project delivery
• Plan, estimate, and deliver on timelines with a focus on business impact
• Champion observability, reliability, and high availability in production systems
• Support and unblock customers by resolving high-priority bugs
• Work asynchronously with globally distributed teams
• Contribute to technical strategy, architecture, and documentation
• Participate in estimating, sprint planning, software development life cycle activities, code reviews, research, deployments, and documentation creation