Associate Manager, Customer Support and Research (CSR)

KarmaCheck is a technology startup based out of San Francisco and founded by one of the pioneers of the internet industry, Eric Ly, who was a Co-founder and CTO at LinkedIn. We’re on a mission to bring truth to the internet by enabling digital identity verification in a new way. We’re starting by disrupting the antiquated Background Check industry, specifically focused on healthcare credentialing. We’ve built proprietary technology which uses automation, machine learning, and data to create efficient turnaround times and cost effective solutions across all kinds of background checks, which will ultimately power the digital identity use cases of tomorrow.

About the Opportunity:

The Associate Manager, CSR is responsible for providing an outstanding customer and candidate experience, and for leading and inspiring a team of up to seven team members. The Associate Manager, CSR will be focused on achieving individual excellence and building outperformance across their team related to processing and communicating pre-employment checks, medical compliance including follow-up related to drug and medical screenings, and also verifications. 

We are looking for an individual with experience in the medical compliance industry who is highly motivated to join a growth company, comfortable with adapting to changing priorities, can adhere to complex rules and policies, and never rests until the customer has what they need. The CSR will be interacting with customers via email, live chat, and over the phone. During the day-to-day, they actively ask questions and over-communicate rather than trying to solve a problem in a silo. In terms of their team, they’re the quintessential servant-leader, and they focus on how they can effectively grow and enable their team.

What You Will Do:

• Lead from in front. Demonstrate excellence and build that culture into your team.
• Nurture the growth of your team through specific and responsive training and development opportunities
• Issue resolution. Escalate problems with the appropriate sense of urgency.
• Follow up with accuracy and speed. Our clients look for efficient responses, but the only thing that matters is quality and accuracy. 
• Work directly with teams throughout the company to escalate and solve problems
• Special projects as requested by company management.
• Documenting processes and training new work colleagues as the team grows.
• Processing screenings for background checks using in-house and third party vendors and technologies with screenings in categories such as identity, criminal, employment, education, licenses/certificates, occupational health, and more.
• Follow up with customers and candidates to ensure rapid, accurate, and simple completion of background checks and compliance verifications.
• Respond to customer and candidate inquiries in a polite, friendly, respectful, and professional tone with urgency and accuracy.
• Contact vendors and data partners via phone and electronic communications to perform research and retrieve results from services ordered.
• The CSR team is expected to participate in electronic communication channels on a constant basis as part of their daily work.
• Open to potential evening and/or weekend hours as necessary, particularly for any prioritized/escalated customer need. 

What You Will Need:

• 6+ years work experience in the medical compliance and/or background check and start up industries
• 3+ years of relevant professional work experience in customer service, technical support, 
• Strong aptitude with computers and technology, and using online communication tools for text, voice, and video when needed
• Good writing skills, great communication, and comfortable communicating in a remote setting
• Detail and data oriented, leverages data to make strategic, analytical decisions
• Associates or Bachelor’s degree preferred, but not required

Perks & Compensation:

• Become a key team member on the ground floor of a startup set to disrupt the background check industry and innovate digital identity
• 100% remote work environment with only limited required travel
• Competitive benefits package including medical, dental, 401k, and EAP.
• Take the time to Check Yourself - we have an unlimited time off policy.
• The expected base compensation for this role is between $60,000 - $85,000 as a base pay for work performed in the United States. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include experience level, transferable skills, education, location, business needs, training, and market demands. This range may be modified in the future.