About CertainlyCX
We’re committed to delivering exceptional customer experiences that align with your brand values and goals.
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Who We Are
With over 50 years of experience in the customer service industry, our leadership team brings firsthand experience from various support roles, giving us a deep understanding of what it takes to deliver exceptional service.
We specialize in providing seamless scaling and operational support to enhance business outcomes. Our expertise spans technology implementation including AI solutions, multi-channel customer service and back-office functions, ensuring efficiency and excellence at every level. Enabling consistent high quality customer support for your business that can scale as your business grows without expanding your support budget.
Whether you need full outsourcing, co-sourcing, or temporary support, we’re here to help your business thrive.
With an employee eNPS score of 98.61% and attrition of 4% annually, you can be confident that your customers will be cared for by our employees who are equally being cared for by us each and every day.
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Mission
Our mission is to provide seamless, brand-aligned customer support that builds trust, strengthens loyalty, and ensures every customer feels valued—just as you would.
Vision
To create effortless, seamless experiences for our clients' customers through strong, aligned partnerships that drive excellence and innovation.
Values
Caring
We care about our work. We strive to do our best every time.
Trusting
We have confidence in each other.
Creative
We lean into the rapidly changing environment, and build innovative solutions.
Partnership
Your goals become our goals, and we succeed together
Dedicated
We love the work we do.
Optimism
Have fun. Look on the bright side.
Humility
We can learn from everyone. We know that making mistakes is part of the process.
Curiosity
We embrace a love for learning and continually seek innovative ways to improve and grow.
How We Are Different
We’re not just a customer support and process outsourcing provider —we’ve lived it. We’ve worked the roles, built the systems, and navigated the challenges firsthand. As true CX experts, we bring real-world experience to every partnership.
What truly sets us apart is our commitment to people. We genuinely care about the well-being of our team, prioritizing their growth and development. We don’t just offer jobs; we provide career paths and opportunities for a better future.
Because we’ve walked the walk, we know how to build teams that add real value—without unnecessary bureaucracy. Unlike our competitors, we focus on critical, high-impact roles while eliminating inefficiencies. This allows us to charge less, pay our people more, and create a true win-win for everyone.
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Leadership Team
Meet the leaders who guide Certainly CX with vision and integrity. Our leadership team is dedicated to driving innovation, quality, and customer-centric solutions.
24/7 Coverage
At Certainly CX, we pride ourselves on our diverse, skilled, and highly trained teams. Our support structure is designed to adapt to your specific needs with global coverage and a seamless operation.
Team Overview
Operating Hours
24/7 support available with flexible shifts.
Support Types
- Phone Support: Available for high-touch, real-time support.
- Written Support: Email, messaging, chat, and social media for flexible, efficient communication.
Culture & Collaboration
We have a eNPS score of 98.61%. Certainly fosters a culture of open communication and collaboration, ensuring our teams work together to deliver exceptional results for your business.
Languages Spoken
English, Spanish, French, Mandarin, German, Italian, Japanese, Portuguese, Russian, Filipino.
Years of CX Experience
91% of staff have 3+ years of customer service experience, and 36% have over 10 years.
Education
87% of the staff have completed a college degree, demonstrating a highly educated and well-qualified team.
"Certainly has provided a very healthy work environment and encourages leadership, team work and friendship."
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"I have been extremely impressed and inspired by the way things work here, and I am thrilled to be a part of this innovative organization."
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"A VERY FRIENDLY WORKPLACE"
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"I love to work at Certainly!"
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"I love being with Certainly because I feel that people are connected and help each other to thrive and improve themselves."
"Best Company to work with!! Highly recommended."
"CertainlyCx has provided me with an incredible opportunity for growth and has proven that working from home can be both productive and fulfilling. I am truly grateful for this experience and the unwavering support I’ve received along the way.
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"I have been working for 14 years, and I consider Certainly to be the best of them all in terms of values, culture, and compensation."
"Certainly Cx provides a cohesive working environment and progressive training."
"Certainly is truly an exceptional place to work! The working environment is light, happy, and fosters positivity, making every day enjoyable. The clients are wonderful to collaborate with, and the employers are incredibly supportive and encouraging. It’s a place where you feel valued and inspired to grow professionally."
"I love the company, the staff has been awesome."
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I will continue to promote and wholeheartedly recommend CertainlyCx to my friends—it truly is the best! Many of them are already excited and eager to join the CertainlyCx family."
"Certainly has been a big help and great opportunity for me. So thankful of all our heads and bosses, very supportive and easy to approach/talk to."
Fully Committed to Your Success
All of Our Agents Offer the Following
Education
87% of the staff have completed a college degree.
Experience
36% of over all staff has more than 10+ years
100% Dedication
We deliver dedicated support to help you succeed.
Discovering The Ideal Talent Fit
Attracting Top Talent
We’re passionate about creating a team of outstanding customer experience professionals. Our competitive pay, comprehensive benefits, career development, and vibrant company culture attract top-tier talent eager to provide exceptional service. Join us in making a difference!
Our commitment to employee satisfaction and growth is reflected in our 93% referral rate—our team members actively recommend Certainly CX as a great workplace. This strong network of referrals allows us to attract highly qualified candidates who are pre-vetted by our own employees, fostering a culture of trust, reliability, and excellence.
Comprehensive Screening Process
We go beyond resumes—our hiring process ensures we find candidates who not only meet skill requirements but also align with your brand values.
We assess key traits that drive exceptional customer interactions, including emotional intelligence, self-awareness, character, motivation, adaptability, teamwork, and communication skills.
Candidates complete a writing assessment based on real-world scenarios adapted from past workflows. This step evaluates reading comprehension, attention to detail, empathy, brand voice consistency, and overall written communication—ensuring a seamless experience for your customers.
Seamless Integration & Ongoing Support
Once selected, your dedicated Certainly CX team seamlessly integrates into your organization, ensuring a smooth transition from day one. We conduct regular check-ins, provide proactive support, and continuously align with your evolving needs to maintain peak performance and drive long-term success.
Continuous Training & Development
Our commitment to excellence goes beyond hiring. Every Certainly CX team member participates in specialized training programs tailored to refine their skills, strengthen brand alignment, and stay ahead of industry trends. This ongoing development ensures they deliver exceptional customer experiences that elevate your brand.
With Certainly CX, you gain a highly skilled, ever-evolving team ready to support your customers and drive your success at every step.
Reliable Experts,
Customized for You
Handpicked experts, driven to elevate your success from day one.
Dona
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eCommerce & Hospitality
English, Spanish & Portuguese
Molly
Healthcare & Telecommunications
English, Arabic, Tagalog & Bisaya
Natalia
Healthcare Technology & Transportation
English, Spanish, and French
Cristian
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Healthcare Technology & Transportation
English & Spanish
Angie
eCommerce & Logistics
English & Spanish
Gladys
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Staffing & eCommerce
English, Tagalog & Bisaya
Belle
Healthcare & Insurance
English, Tagalog & Bisaya
Jam
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Real Estate
English, Tagalog & Bisaya
Whatever Your Needs Are,
We’re Here to Help
Our expert team is ready to provide tailored solutions that fit your goals and drive success.
Customer Support Specialist
Resolves customer issues with speed and empathy, turning challenges into opportunities that strengthen brand loyalty and drive product improvements.
Live Chat Agent
Provides instant, personalized support to resolve concerns in real time, transforming frustration into satisfaction while boosting conversion rates and customer retention.
Back Office Assistant
Frees up valuable company time by handling administrative tasks, data management, and process coordination, ensuring seamless operations.
Data Annotator
Utilizes AI tools to label and structure data, streamlining processes, improving efficiency, and enabling data-driven decision-making to optimize workflows.
Appointment Setter
Proactively contacts potential clients, schedules meetings, and coordinates appointments to support sales growth
and business development.
Claims Representative
Processes, reviews, and resolves medical claims, ensuring accurate reimbursements, minimizing denials, and maintaining compliance with healthcare regulations.
Confirmation Agent
Verifies and confirms patient information, coordinating with doctors, medical offices, and pharmacies to facilitate timely and compliant healthcare services.
Talent Scout
Identifies, attracts, and recruits top talent across various fields, playing a vital role in building a high-performing team that drives company success.
Work With Us
At Certainly CX, we believe that great customer service starts with a great team. Join us and be part of an innovative, supportive, and dynamic work environment where your contributions matter.
Why Work With Us:
- Work with leading brands to solve real-world challenges.
- Opportunities for career growth and development.
- Flexible work environment and global reach.
- Competitive compensation and benefits.
