Job descriptionContract
Verdacert is looking for a Legal Karen Translator to help our team manage and de-escalate high-friction customer interactions related to certified document translations. This role sits at the intersection of customer service, plain-language communication, and light legal/regulatory literacy — you'll take frustrated, confused, or demanding customer messages (often tied to time-sensitive immigration, court, or institutional deadlines) and translate them into clear, actionable internal notes and calm, professional external responses.
What you'll do
- Review incoming customer complaints, escalations, and demanding or confrontational messages, and rewrite or reframe them into clear, professional communication
- Draft calm, accurate responses to customers who are anxious about deadlines, rejections, or perceived errors in their certified translations
- Translate legal and regulatory jargon (such as certification requirements or turnaround guarantees) into plain language customers can understand
- Flag genuine service failures or edge cases to the appropriate internal team for resolution
- Maintain a consistent, de-escalating tone across email, chat, and support channels
- Document recurring complaint patterns to help improve internal processes and customer-facing language
What we're looking for
- Prior experience in customer support, client services, or a similar de-escalation-heavy role
- Excellent written English communication skills, with the ability to stay calm and clear under pressure
- Comfort reading and simplifying formal, legal, or regulatory language for a general audience
- Strong attention to detail and a sense for when a complaint reflects a real issue versus a misunderstanding
- Ability to work independently against deadlines in a fast-moving support queue
Nice to have
- Experience in immigration services, legal services, or translation/localization industries
- Familiarity with or interest in USCIS processes, court filings, or other regulated document workflows
- Bilingual or multilingual skills, particularly in Arabic, Farsi, Urdu, Pashto, Dari, or Turkish