Support Representative

Summary

Join Certn, a rapidly growing background check company, as a Support Representative in the APAC region. You will play a crucial role in assisting customers and candidates throughout the background check process, ensuring a smooth and positive experience. Responsibilities include manually fulfilling background checks, investigating and verifying data, managing confidential information, and providing exceptional customer support via phone, chat, and email. You will also contribute to process improvement and collaborate with team members. This position requires strong communication skills, attention to detail, tech-savviness, and experience in a fast-paced environment. The ideal candidate will possess a customer-first mindset and a proactive approach to problem-solving.

Requirements

• A customer-first mindset with top-tier written and verbal communication skills
• Natural attention to detail—you catch the little things others miss
• Comfortable navigating multiple tools, tabs, and tasks at once
• Tech-savvy and adaptable—picking up new systems quickly is second nature to you
• Experience working in a fast-paced, high-volume environment where priorities shift fast
• A high level of discretion and maturity when working with sensitive data
• A can-do attitude—you don’t wait to be told what to do, you get things done

Responsibilities

• Manually fulfill background checks with precision—employment, education, licensing, you name it
• Investigate and verify data from third-party sources around the globe
• Manage confidential data with integrity, care, and full compliance
• Be the friendly, knowledgeable voice our users connect with via phone, chat, and email
• Answer questions, resolve issues, and guide people through their checks like a pro
• Keep your cool under pressure and turn even the trickiest queries into positive experiences
• Record verified info and findings in our systems with clarity and accuracy
• Write polished reports that meet client-specific standards and flag inconsistencies like a boss
• Perform quality checks on completed files and help keep our accuracy standards sky-high
• Team up with peers to troubleshoot issues, share knowledge, and improve processes
• Contribute to onboarding and support new teammates when needed
• Embrace continuous improvement—spot inefficiencies and pitch better ways of doing things

Preferred Qualifications

• Experience in support, operations, or admin roles (especially in SaaS, HR tech, or background screening)
• Familiarity with verification processes, compliance frameworks, or privacy laws
• Multilingual fluency (we love global reach!)
• Prior experience with tools like Zendesk, Intercom, or CRM platforms

Benefits

• Vacation Mode On: 4 weeks of paid vacation + paid sickness entitlement
• Flex Life: Remote-friendly setup, work-from-home allowance, and a flex allowance to make your work-life balance flawless. Occasional travel will be required
• Growth Fuel: A professional development budget to level up your skills