About the role

Verdacert provides USCIS-certified translations for immigration, legal, academic, and medical documents, with a focus on Arabic, Farsi, Dari, Pashto, Urdu, Turkish, and dozens of other languages, delivered on tight turnarounds and reviewed by native-speaker linguists. We're hiring a Customer Success Manager to own the customer experience after a document is uploaded — making sure individuals, law firms, and institutional clients get accurate, on-time deliverables and feel confident using Verdacert again for their next filing.

What you'll do

Serve as the primary point of contact for customers throughout the translation and certification process, answering questions about status, turnaround, and requirements
Monitor open orders to proactively flag delays or issues before they affect a customer's deadline (e.g., USCIS interviews or court filings)
Partner with the reviewer and operations teams to resolve escalations, revision requests, and rejected-document cases
Build repeatable onboarding and success processes for recurring customers such as law firms and institutional accounts
Gather customer feedback and surface recurring pain points to product and operations teams
Track account health, renewal likelihood, and satisfaction metrics for repeat and high-volume clients

What we're looking for

3+ years of experience in a customer success, account management, or client-facing operations role
Strong written and verbal communication skills, with the ability to explain process and timelines clearly to non-experts
Comfort working with time-sensitive, deadline-driven customer situations
Experience managing multiple accounts or cases simultaneously with strong organizational skills
Ability to collaborate cross-functionally with operations and reviewer teams to resolve issues quickly
Data-driven approach to identifying churn risk and account health signals

Nice to have

Experience in immigration services, legal services, language services, or a regulated document-processing environment
Familiarity with USCIS filing processes or working with law firms and immigration attorneys
Experience supporting a bilingual or multilingual customer base

How to apply

Applications for this role are handled on Landearly, the applicant-tracking service we use. It takes a couple of minutes; your application is stored by Landearly and reviewed by our hiring team, as described in the Job applicants section of our Privacy Policy.

This is a U.S.-based, fully remote position. Applicants must be authorized to work in the United States; we do not currently sponsor visas or employ through an employer of record abroad.

Verdacert LLC is an equal-opportunity employer. We consider every application without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. If you need an accommodation to apply, email careers@verdacert.com.

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