Why Certification Matters
Unlocks Support Customers
Only Certified Support Agents can be assigned to manage ongoing customer relationships.
Earns Support Commission
Certified agents receive an additional monthly commission on each customer they support, on top of referral earnings.
Builds Your Reputation
The Certified Support Partner badge appears on your profile and is visible to every business that views you.
The Certification Pathway
Request the Support Role
Inside the business workspace, navigate to [Business Name] → Certification → Request Support Access. Submitting this request signals to the business that you want to pursue support certification and unlocks the training module library for that program.Not all programs require a formal request — some automatically grant training access to all approved agents. Check the program page for details.
Work Through the Training Modules
Once training access is granted, open [Business Name] → Training. Your progress tracker shows each required module and your completion status.Training modules come in several formats:
Complete every required module before attempting the assessment. Optional modules are worth reviewing too — the assessment may draw from them.
| Format | What to Expect |
|---|---|
| Video lessons | Walkthroughs of product features, onboarding flows, or common use cases. Watch in full — completion is tracked. |
| PDF guides | Reference documents covering product details, policies, or support procedures. Download and study these carefully. |
| Text lessons | In-platform written lessons with embedded quizzes. Complete each section before moving to the next. |
| Demo scripts | Scripted walkthroughs you should practise until you can deliver them naturally. |
| FAQ modules | Deep-dive question banks that mirror what support customers actually ask. These directly inform the assessment. |
Take the Assessment
When all required modules show as complete, the Take Assessment button activates. Assessments are timed and vary by program. You may encounter:
- Multiple choice questions — Test product knowledge, feature identification, and policy recall.
- Short answer questions — Require written responses to scenario-based prompts. Answer clearly and specifically.
- Scenario-based questions — Present a realistic customer situation and ask how you would respond. These often test your knowledge of escalation rules and support boundaries.
Await Your Result
After submitting the assessment, the result is either returned instantly (for fully automated assessments) or goes to the business for manual review. Your certification status updates accordingly — see the full status guide below.If you pass the automated portion but the business has set manual review for final approval, your status moves to Awaiting Manual Review. This is normal. The business typically responds within a few business days.
Receive Business Approval
The business makes the final certification decision. Even with a passing assessment score, the business can review your profile, referral history, and any notes before confirming certification. This step protects customers by ensuring only agents the business trusts are assigned to their account.When approved, your status changes to Certified and you are added to the pool of agents the business can assign to incoming or existing customers.
Certification Statuses
Every agent in a program has a certification status that reflects exactly where they are in the process. Here is what each status means:Not Started
You have not yet requested support access or begun any training modules.
In Progress
You have started at least one training module but have not yet submitted the assessment.
Submitted
You submitted the assessment and are waiting for the result to be processed.
Passed
Your assessment score meets the passing threshold. Awaiting business final approval.
Awaiting Manual Review
The business is manually reviewing your submission or profile before confirming certification.
Certified
Fully certified. You are eligible to be assigned support customers and earn support commissions.
Failed
Your assessment did not meet the passing threshold. A retry window applies — see below.
Expired
Your certification has passed its expiry date and requires renewal. You cannot be assigned new support customers until renewed.
Revoked
The business has revoked your certification. This can occur due to conduct issues, policy violations, or a change in program structure. Referral commissions already earned are not affected.
If You Fail the Assessment
A failed assessment does not remove you from the program — you remain an active Referral Agent and continue earning referral commissions. However, until you pass, you cannot be assigned support customers. Each business sets its own retry rules, which you can see in the certification section of your program dashboard:- Retry period — The minimum number of days you must wait before retaking the assessment (commonly 3–7 days).
- Maximum attempts — Some businesses cap the number of attempts. If you exhaust your attempts, contact the business directly to request a manual review or an exception.