Senior Director of Candidate & Customer Support, Checkr
$135.9-282.8k
Automated background checks
Job no longer available
Automated background checks
1001+ employees
Job no longer available
$135.9-282.8k
1001+ employees
Company mission
To build a fairer future by designing technology to create opportunities for all.
Role
Who you are
- 10+ years of leadership experience in an organization with a strong brand of outstanding customer service
- 7+ years of directly managing a high growth Customer Support organization, preferably in B2B
- Have grown Support teams to 100+ reps in a multi-channel environment and have direct experience building the infrastructure, systems, and teams
- Measurable track record of driving customer experience impact through support; operational excellence around tying support KPIs to company goals
- Ability to build and scale foundational support processes, as well as deep familiarity with setting up support operations (software, tools, content/training, quality assurance)
- 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 executive leadership level
What the job involves
- Define a delightful customer support experience, and the strategy to support it
- Build and manage all aspects of Checkr’s rapidly scaling Customer Support teams across our San Francisco, Denver, Orlando, and remote locations
- Develop innovative strategies and solutions; get executive buy-in; and execute on topics such as support systems infrastructure, support service design, automation technologies, and premium support models
- Leverage data science and analytics to identify which support touchpoints improve retention, and develop proactive support models to address
- Drive efforts with product, engineering, marketing, and revenue teams to streamline post-sale Support and improve the 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 customer experience
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: $554.6m
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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