Director of Customer Support, Checkr
$166-208k
More information about location
2-3 days a week in office
Automated background checks
Be an early applicant
Automated background checks
1001+ employees
Be an early applicant
$166-208k
More information about location
2-3 days a week in office
1001+ employees
Company mission
To build a fairer future by designing technology to create opportunities for all.
Role
Who you are
- Our ideal candidate is a Customer Experience visionary who understands how to blend human empathy with AI capabilities to deliver exceptional support at scale
- You're a skilled leader and operator who has scaled world-class support teams through rapid growth in enterprise B2B environments (bonus if you have worked in an HR Technology company!)
- This candidate is also intuitively familiar with the foundations of Customer Support - building and enhancing omni-channel support systems, delivering on SLAs and efficiency goals, and building support into a brand differentiator that improves customer retention
- Most importantly, this candidate is passionate about developing delightful candidate and customer experiences by strategically integrating AI tools while maintaining the human touch that makes support truly exceptional
- 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
- Have grown Support teams to 75+ reps in a multi-channel environment and have direct experience building the infrastructure, systems, and teams
- Required: Enterprise B2B support experience with complex, multi-stakeholder customer environments
- Preferred: Experience in HR tech or background check/compliance industries
- Experience working with AI-powered support solutions (chatbots, intelligent routing, automated responses) while maintaining high-quality human touchpoints
- Measurable track record of driving customer experience impact through support; operational excellence around tying support KPIs to company goals
- Experience building outsourced, global, and distributed remote support teams
- Proven track record of working with product, engineering, and data science teams to improve the customer experience with new technologies (AI, ML, NLP, etc.)
- Creative, analytical and results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively
- Experience driving long-term business planning and strategy setting at the leadership level
- Deep understanding of how to balance automation with human empathy to deliver exceptional candidate and customer experiences
What the job involves
- As the Director, Customer Support, you will drive the end-to-end support experience for all Checkr customers
- Customer Support is a key differentiator for our business and plays an integral role in how we serve and retain them
- You'll define and build a support model to delight all tiers of Checkr customers and provide a best-in-class support experience that leverages both human expertise and AI technology
- You'll advocate for the voice of the customer and bring those voices into strategy and planning conversations at the executive level
- You will build and lead a high performing, highly engaged support team that is passionate about helping Checkr's customers and advancing our mission
- Define a delightful customer support experience, and the strategy to support it, integrating AI capabilities to enhance both efficiency and the human experience
- Build and manage all aspects of Checkr's rapidly scaling Customer Support teams across our Denver, Nashville, and remote locations
- Partner with cross-functional teams to develop and implement AI-powered support solutions that complement and enhance human agent capabilities, improving response times and customer satisfaction
- Develop innovative strategies and solutions; get executive buy-in; and execute on topics such as support systems infrastructure, AI and automation technologies, support service design, and premium support models
- Leverage data science, analytics, and AI insights to identify which support touchpoints improve retention, and develop proactive support models to address customer needs
- Drive efforts with product, engineering, marketing, and revenue teams to streamline post-sale Support and improve the candidate and customer experience at scale
- Deliver on the basics: 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 your team to focus on high-value, complex customer interactions
Our take
Checkr addresses the unpleasant and time consuming process of background checks so that companies using on-demand employees can make safer, more informed hiring decisions in less time. Background checks are a critical part of the hiring process, and CEO Daniel Yannisse noticed that they were painfully slow, resulting in loss of work for candidates and productivity downturns for employers.
Before Checkr entered the market in 2014 with its innovative AI technology and a solid $50m in venture capital funding, companies were waiting upwards of two weeks for their checks. Checkr substantially reduces this time frame and has grown to receive a $5 billion valuation.
Checkr has accelerated growth by making several highly advantageous acquisitions of competitor companies GoodHire and Inflection. As the world of work embraces diversity and inclusion, the company announced an end-to-end service for candidates wishing to expunge their criminal records, furthering the company’s ‘fair chance’ mission and clearing 1000s of candidates for free since 2021. New products launched at the end of 2023 include Checkr Pay (providing access to payment right after a shift) and Checkr Onboard (unified onboarding processes), exemplifying how Checkr is keeping pace with a rapidly changing, flexible, and mobile-first workforce.
Freddie
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2021
$250m
SERIES E
Sep 2019
$160m
SERIES D
Total funding: $555.4m
Company benefits
- Parental leave
- Stock optoins
- Work from home opportunities
- Comprehensive Health Plans | We cover 100% of insurance premiums and offer generous parental and family leave
- Competitive Compensation | We offer competitive salaries and meaningful equity
- A Variety of Food and Snacks | Our culinary team serves a rotating menu for lunch each day, along with unlimited snacks and drinks
- Wellness Programs | We invest in the holistic well-being of every team member through education reimbursements, onsite massages, and physical therapy
- Flexible Paid Time Off | We want you to take the time you need to relax and recharge
- Fitness and Public Transport Reimbursement | We’ll cover your commute and help you stay active with our onsite gym or fitness provider of choice
Company HQ
Financial District, San Francisco, CA
Leadership
Jonathan Perichon
(CTO)After an MSc in Computer Science, Jonathan worked as a Software Engineer at Mogreet and deliv for a combined year and a half. He co-founded Checkr in May 2014, serving as CTO since.
Daniel Yanisse
(CEO)Daniel worked as a Software Engineer at Mogreet and Deliv before co-founding Checkr.
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