Customer Support Representative, Checkr
$45.3-56.6k
2-3 days a week in office
Automated background checks
Be an early applicant
Automated background checks
1001+ employees
Be an early applicant
$45.3-56.6k
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
- The Customer Support Representative will bring a customer-centric mindset, expertise in problem-solving, and a commitment to operational improvement to Checkr
- 3+ years of experience in a customer-facing role
- 1+ years of demonstrated experience with inbound communication (phone, email, and chat)
- Ability to maintain compassion and care for individuals as well as a desire to innovate and improve your environment
- Self-awareness, positive attitude, and willingness to learn in a fast changing environment
- Excellent written and oral communication skills with impeccable attention to detail, ensuring all communications are free of grammatical errors and typos
- Ability to work collaboratively with other stakeholders in Customer Support (CS) on projects, demonstrating strong cross-functional teamwork skills
- Flexible schedule, willing to work non-traditional hours, weekends and holidays (only when necessary) to support our customers and agents
- Ability to operate autonomously with limited supervision, demonstrating dependability, punctuality, and strong time management skills
- Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
- Possess advanced problem-solving skills and the ability to quickly learn web-based user support applications
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty
What the job involves
- The Customer Support Team delivers the cornerstone to Checkr’s success by ensuring that the consumers we work with have a positive, valuable experience
- We handle sensitive information with care, alleviate concerns in an appropriate and timely manner, and deliver a best-in-class support experience
- In this role, the representative will leverage critical thinking to resolve complex issues swiftly while maintaining high standards of quality and adherence to deadlines
- With a collaborative spirit and advanced communication skills, this professional will serve as a subject matter expert and guide team members toward delivering exceptional service
- Their empathy, adaptability, and proactive approach to innovation will ensure a seamless customer experience and support Checkr's mission to build a fairer future in the hiring industry
- Handle a high volume of inbound chats, phone calls, and emails with a professional tone that ensures clarity and customer satisfaction
- Exemplifies a customer-first attitude to deliver exceptional service, providing personalized interactions
- Employ critical thinking to resolve report issues swiftly, ensuring high-quality output and adherence to turnaround time deadlines
- Resolve report issues quickly to ensure we deliver high-quality reports within turnaround time deadlines
- Navigate ambiguous scenarios easily, leveraging analytical skills to identify root causes and deliver effective solutions quickly
- With a growth mindset, proactively identify operational enhancements and contribute to cross-functional initiatives aimed at optimizing customer experience
- Serve as the team's subject matter expert, maintaining in-depth knowledge of its features, functionalities, and common issues
- Provide guidance to team members, and contribute to product-specific training materials
- Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and agents
- Proactively identify operational improvements and work to submit them to appropriate cross-functional teams
- Assist in maintaining team knowledge base (Help Center, Workflows, Knowledge Articles, Process Improvements, etc.)
- Be an active participant in Checkr's culture, with a high level of comfort and familiarity with Checkr and its supporting technology and tools
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
Company
Funding (last 2 of 6 rounds)
Sep 2021
$250m
SERIES E
Sep 2019
$160m
SERIES D
Total funding: $546.1m
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 values
- Humility - We are respectful and free from arrogance. We put the success of our employees over our company and are excited to learn from each other.
- Grit - We are passionate and hustle to raise the bar. We persevere through our challenges and grow from our failures.
- Transparency - We trust each other to communicate the good and the bad as it relates to doing our best work. We aren’t afraid to voice our opinions and are receptive to feedback.
- Connection - We genuinely care about each other and understand that our people are our power. We celebrate our lived experiences and enjoy helping and supporting each other.
- Ownership - We strive for thoughtful impact, take pride in our work, and hold ourselves accountable. We step up and take on new challenges to help further the success of the company.
Company HQ
Financial District, San Francisco, CA
Articles
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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