Director, Customer Support at Checkr

Denver, Colorado, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

HR Technology, SaaS, Background ScreeningIndustries

Requirements

8+ years of leadership experience in an organization with a strong brand of outstanding customer service
5+ years of directly managing a high growth Customer Support organization in enterprise B2B environments
Experience scaling world-class support teams through rapid growth (bonus: in HR Technology company)
Expertise in building and enhancing omni-channel support systems, delivering on SLAs and efficiency goals
Ability to intuitively blend human empathy with AI capabilities for exceptional support at scale
Passion for developing delightful candidate and customer experiences using AI tools while maintaining human touch
Willingness to travel periodically (<25%) to Checkr office locations (San Francisco, Denver, Nashville) and to customers

Responsibilities

Define a delightful customer support experience and strategy, integrating AI capabilities to enhance efficiency and human experience
Build and manage all aspects of Checkr's rapidly scaling Customer Support teams across Denver, Nashville, and remote locations
Partner with cross-functional teams to develop and implement AI-powered support solutions that complement human agent capabilities, improving response times and customer satisfaction
Develop innovative strategies and solutions (e.g., support systems infrastructure, AI/automation, service design, premium models) and secure executive buy-in
Leverage data science, analytics, and AI insights to identify retention-improving support touchpoints and develop proactive support models
Drive efforts with product, engineering, marketing, and revenue teams to streamline post-sale support and improve candidate/customer experience at scale
Establish, measure, and monitor customer support KPIs, track team goals, and drive operational efficiency
Collaborate with Marketing, Sales, Customer Success, Finance, and Engineering teams to improve candidate and customer experience
Champion a culture of innovation where AI augments human capabilities, enabling focus on high-value, complex interactions
Advocate for the voice of the customer in executive strategy and planning conversations

Skills

Customer Support

Team Leadership

AI Integration

Omni-channel Support

SLA Management

Customer Retention

HR Technology

Enterprise B2B

Checkr

Provides background check services for employers

About Checkr

Checkr provides background check services primarily for businesses, staffing agencies, and recruiters. Their platform allows clients to conduct thorough background screenings to verify potential employees' histories, which is especially important in high-risk industries. The service operates on a software-as-a-service (SaaS) model, where clients subscribe to access a user-friendly dashboard and various features that help manage the background check process efficiently. Checkr also offers educational resources to promote fair hiring practices. Unlike many competitors, Checkr's platform includes innovative solutions like Checkr Assess, which can significantly reduce talent acquisition costs. The company's goal is to help businesses hire trustworthy employees while ensuring compliance and promoting fair hiring practices.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$535.1MTotal Funding

SERIES_ECompany Stage

Data & Analytics, ConsultingIndustries

1,001-5,000Employees

Benefits

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

Risks

Recent layoffs suggest potential financial instability or restructuring challenges for Checkr.

Departure of key personnel may lead to internal restructuring and operational disruptions.

Acquisition of Inflection and workforce reduction could lead to integration challenges.

Differentiation

Checkr offers rapid background checks using advanced technology, surpassing traditional providers.

The company promotes fair hiring practices, aligning with modern corporate social responsibility goals.

Checkr's SaaS model provides a user-friendly platform with compliance resources and partner integrations.

Upsides

Increased demand for digital background checks boosts Checkr's remote verification capabilities.

The gig economy's growth enhances demand for Checkr's quick and reliable background checks.

AI integration in HR tech allows Checkr to improve accuracy and speed of checks.

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