Strategic Technical Account Specialist, Checkr
$47-59k
More information about location
3+ days a week in office
Automated background checks
Open for applications
Automated background checks
1001+ employees
Open for applications
$47-59k
More information about location
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
- 3+ years of experience in a customer-facing role
- Strong written and verbal communication skills
- Advanced problem-solving and critical thinking abilities
- Excellent analytical skills to identify root causes and deliver effective solutions
- Proven track record of handling complex customer inquiries efficiently
- Ability to navigate ambiguous scenarios and think creatively
- Customer-centric mindset with high empathy and adaptability
- Proficiency in CRM systems, support tools, and chat systems
- Experience in maintaining and improving knowledge bases
- Familiarity with FCRA standards and compliance (or willingness to learn)
- Ability to thrive in a fast-paced, ever-changing environment
- Strong multitasking skills and effective time management
- Passion for continuous learning and process improvement
- Comfortable with technology and able to adapt to new tools quickly
- Strong research skills and attention to detail
- Ability to synthesize complex information and present findings clearly
- Team player with a positive attitude and willingness to learn
- Experience mentoring or guiding team members (preferred)
- Proficiency in data analysis and reporting tools (preferred)
- High school diploma or equivalent; Associate's degree preferred
- An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes
What the job involves
- The Strategic Technical Account Specialist at Checkr is a pivotal role that combines advanced problem-solving skills with a customer-centric approach. This position requires handling sensitive information with care, swiftly resolving complex issues, and maintaining high-quality support standards
- As a subject matter expert, you'll guide team members, contribute to process improvements, and drive innovation in our support services. Your empathy, adaptability, and excellent communication skills will be crucial in delivering exceptional customer experiences that align with Checkr's mission of building a fairer future in the hiring industry
- This role offers the opportunity to make a significant impact on our operations while fostering a culture of excellence in customer support
- Handle high volumes of customer inquiries via various channels with professionalism
- Deliver exceptional, personalized customer service
- Swiftly resolve complex issues while maintaining quality and meeting deadlines
- Serve as a Subject Matter Expert on products, features, and common issues for your customer portfolio
- Proactively identify and implement operational gaps that impact customer experience
- Contribute to team knowledge base and training materials for a specialized group of accounts
- Collaborate with cross-functional teams to resolve complex issues
- Maintain strong relationships with key stakeholders, including our Sales, Customer Success, Implementations, Shared Services, and Escalations groups to proactively identify unique customer requirements for our Enterprise and Strategic accounts
- Stay up-to-date with product knowledge and industry trends
- Meet or exceed performance metrics and quality standards
- Support new business initiatives to improve customer and agent experiences
- Handle sensitive information with utmost care and confidentiality
- Generate regular reports on customer issues, trends, candidate outreach, and general support performance
- Serve as a Point of Contact for new onboarding customers and maintain relationship that includes reporting, insights to Success teams, and informing internal team of updates
- Conduct in-depth research to resolve complex customer inquiries
- Analyze data to identify patterns and suggest improvements in support processes
- Assist other Support teams as needed by the business
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: $555.5m
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
(Co-Founder)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
(Co-Founder & CEO)Daniel worked as a Software Engineer at Mogreet and Deliv before co-founding Checkr.
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