Manager, Customer Support

Checkr is looking for a solutions focused, proactive, experienced people leader to join our Customer Support Team as a Manager.  The Customer Support Team (CS) delivers the cornerstone to Checkr’s success by ensuring that the customers we work with have a positive, valuable experience through the background check process on their candidates.  We handle sensitive information with care, alleviate concerns in an appropriate and timely manner, and deliver a fantastic support experience. 

A strong desire to coach and mentor others is required.  A love of customer support and call center management is critical for this role. 

Responsibilities: 

• Provide day to day leadership and support for a team of Tier 1 & Tier 2 support specialists (internal title of Customer Support Representatives, or CSR)
• Take ownership of escalated customer issues and follow problems through to resolution
• Work with the management team to proactively manage workflows and department projects to meet SLAs and challenging goals
• Develop each CSR and nurture an environment where they can excel through performance feedback, 1:1s, and individual coaching
• Proactively identify opportunities and work with other CS leaders to implement solutions 
• Own projects that contribute to growth and evolution of support
• Adapt and implement process change, policies and improvements in a fast-paced environment of expansion
• Collaborate with other Customer Support leaders to strategize and develop future team growth based on volume projections and business objectives

What you bring

• 3+ years of experience in a customer-facing role
• 2+ years of direct management experience 
• 1+ years of demonstrated experience in leading projects or peers to achieve common goals
• Strong writing and interpersonal skills
• Self-awareness and a passion to innovate and improve the customer experience
• A drive to lead by example and effectively manage multiple priorities
• Ability to utilize data to make decisions
• Knowledge and understanding of call center / support metrics is nice to have 
• Curiosity and a spirit of adventure - we’re building a team for long term success

What you get:

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive compensation and opportunity for advancement
• 100% medical, dental, and vision coverage
• Up to 25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend, home office stipend

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages. 

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.

The base salary range for this role is $95,700 to $119,625 in Denver, CO.

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.   

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance