Manager of Technical Support, Checkr
$99-124k
+ Equity compensation
2+ days a week in office
Automated background checks
Be an early applicant
Automated background checks
1001+ employees
Be an early applicant
$99-124k
+ Equity compensation
2+ 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 technical support or operations management within a SaaS or technology environment, with a focus on quality and customer satisfaction
- Proven leadership skills with experience managing technical support teams, experience with BPO team operations a plus
- Demonstrated ability to set benchmarks for performance and drive improvements in customer satisfaction (CSAT) outcomes
- Strong analytical skills with a track record of driving operational process improvements and achieving key performance indicators (KPIs) and service level agreements (SLAs)
- Strong technical background with experience in troubleshooting and resolving complex technical issues
- Excellent communication skills, with the ability to convey technical information to non-technical audiences clearly and empathetically
- Proficiency in SQL and familiarity with tools such as DataDog, Snowflake, and Mulesoft
- Strong analytical skills with the ability to use data to drive decision-making and process improvements
- A collaborative mindset with the ability to work effectively across teams and departments
What the job involves
- Our Operations organization is at the heart of delivering exceptional customer experiences, streamlining workflows, and generating impactful insights for smarter decision-making
- As manager of the Technical Support team within Operations at Checkr, you will lead a team of skilled support engineers, fostering a culture of continuous learning and development
- You will play a key role in maintaining high-quality support services and achieving strategic goals
- Success in this role requires a combination of technical expertise and team leadership
- You will play a central role in establishing and refining standard operating procedures (SOPs) and optimizing team operations to enhance overall performance and customer satisfaction
- You will manage team queues, workflows, and task assignments, and serve as an escalation path for complex issues
- Lead and mentor a team of technical support engineers, fostering a culture of continuous improvement and professional development
- Ensure team alignment with Checkr’s support standards and goals
- Serve as an escalation point for complex technical issues, ensuring timely and effective resolution
- Define and uphold quality standards, setting benchmarks for what good looks like, and drive improvements in customer satisfaction (CSAT) outcomes
- Oversee task assignment and manage team workflows to ensure efficient handling of support requests
- Drive improvements in operational processes, focusing on achieving key performance indicators (KPIs) and service level agreements (SLAs)
- Drive the development and maintenance of internal documentation and knowledge bases to support efficient issue resolution
- Analyze support metrics and customer feedback to identify trends and areas for improvement, implementing data-driven strategies to enhance team performance
- Foster collaboration and communication within the team and across departments to ensure seamless support operations
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 6 rounds)
Sep 2021
$250m
SERIES E
Sep 2019
$160m
SERIES D
Total funding: $552.4m
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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