Checkr’s mission is to build a fairer future by improving understanding of the past. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $4.6B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses artificial intelligence and machine learning to help thousands of companies modernize their background check process and make hiring safer, more efficient, and more inclusive. Some of our customers include, Uber, Instacart, Doordash, Netflix, Compass Group, and Adecco.

A career with Checkr is an opportunity to work with some of the best and brightest minds, disrupt an industry for a better future, and give otherwise overlooked candidates access to employment. Checkr has been recognized in Forbes Best Startup Employers and is a top Y Combinator company by valuation. 

Checkr is looking for a Senior Manager, Customer Support Systems to plays a key role in establishing the systems, processes, and people that will scale customer support systems. In this role, you will be responsible for delivering the technology to enable a world-class customer support experience to our rapidly expanding customer base, during a time of hyper-growth. This position requires a unique combination of technical support understanding within a SaaS environment and a proven track record in building out systems that provide a best-in-class customer experience.

This key leadership role is within our IT organization. In addition, this role will partner very closely with the Customer Operations team to enable their success through technology.

Responsibilities:

• Own all aspects of systems strategy and roadmap for the Customer Support systems
• Partner with Checkrs Operations team to define use cases and requirements for a broad customer support platform
• Own and manage all aspects of the Customer Support systems and tools, primarily components such as ticketing systems, knowledge base, contact center technology, support Analytics, etc..
• Strong collaborative nature and experience working in multifunctional teams
• Exceptional communication skills and the ability to translate technical topics to a non-technical audience, ability to present state of the systems at Monthly and Quarterly business reviews by building out executive-level presentations.
• Excellent track record of project/program management involving operational processes
• Experience identifying, baselining, and tracking KPIs
• Strong analytical and problem-solving skills
• Excellent organizational skills and attention to detail
• Excellent time management skills with a proven ability to meet deadlines
• Ability to function well in a high-paced, dynamic, and high growth environment

What you bring:

• 10+ years of management experience, leading business systems teams
• Bachelor’s degree in Computer Science or related technical field
• Deep experience in implementing customer support technologies, such as Zendesk, Salesforce Service Cloud, contact center platforms, IVR, knowledge management platforms, Chatbots, etc.
• Prior experience managing a team with a proven track record of building teams and processes from scratch.
• Experience identifying, baselining, and tracking KPIs
• Strong analytical and problem-solving skills
• Excellent organizational skills and attention to detail, You’re a Do-er, have a strong work ethic, and a bias for action.
• Excellent verbal and written communication; skilled with communication at all levels 
• Excellent time management skills with a proven ability to meet deadlines
• Thrives in a fast-paced environment with a high-paced, dynamic, and high growth environment

What you get:

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive compensation and opportunity for advancement
• 100% medical, dental and vision coverage
• Unlimited PTO policy
• Monthly wellness stipend, home office stipend

The base salary for this position will vary based on geography and other factors.  In accordance with Colorado law, the base salary for this role if filled within Colorado is $160,000 - $187,000.

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.   

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.