Billing and Accounts Receivable Operations Specialist
Olly Olly
Salary
💰 CA$40,000 - CA$50,000 per year
Job Level
JuniorMid-Level
About the role
- 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.
Requirements
- High school diploma (or equivalent)
- Excellent written and spoken business English
- Comfortable using Google Workspace, general software, and web applications
- Experience in a tech-driven or fast-paced business environment
- Background in data entry and/or customer service
- A genuine passion for delivering outstanding customer experiences
- Curiosity about technology with a desire to improve processes and workflows
- Strong communication skills and the confidence to collaborate across teams
- A proactive, hands-on work ethic — willing to roll up your sleeves to get things done
- Ability to work through ambiguity, solve problems, and find solutions
- Quick to learn, adaptable, and able to understand client needs fast
- Familiarity with tools such as Zendesk, Stripe, and Jira (preferred)
- 2+ years of experience in tech environments, data entry, or customer service (preferred)
- Previous experience working in a start-up environment (preferred)
- Located in and legally authorized to work in Canada (application asks this)
- Able to work Monday to Friday, 7:50 AM – 4:20 PM EST and adjust schedule if needed
- Able to start on October 27, 2025 (required by posting)
