Bilingual Customer Experience Specialist - Pacific or Mountain Time Zone

• 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

• 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.

• 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.

• 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.