company-img2

Manager, Customer Support

  • 0 yrs
  • Not Disclosed

Job Description

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 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 currently looking to hire a Manager on our Candidate Experience Team. The Candidate Experience Team (CX) delivers the cornerstone to Checkr’s success by ensuring that the candidates we work with have a positive, valuable experience through the background check process. We handle sensitive information with care, alleviate concerns in an appropriate and timely manner, and deliver a fantastic support experience. 


Responsibilities: 



  • Provide day to day leadership and support for a team of Tier 1 & Tier 2 support specialists (internal title of Candidate Experience Representatives, or CXR)

  • Take ownership of escalated candidate issues and follow problems through to resolution



  • Work with management team to proactively manage workflows and department projects to meet SLAs and challenging goals

  • Develop each CXR and nurture an environment where they can excel through performance feedback, 1:1s, and individual coaching

  • Proactively identify opportunities and work with other CX leaders to implement solutions 

  • Own projects that contribute to growth and evolution of support

  • Adapt and implement process change, policies and improvements in a fast-paced environment of expansion

  • Collaborate with other Candidate Experience leaders to strategize and develop future team growth based on volume projections and business objectives


 


What you bring



  • 3+ years of experience in a customer-facing role

  • 2+ years of direct management experience 

  • 1+ years of demonstrated experience in leading projects or peers to achieve common goals

  • Strong writing and interpersonal skills

  • Self-awareness and a passion to innovate and improve the customer experience while mentoring direct reports

  • A drive to lead by example and effectively manage multiple priorities

  • Ability to utilize data to make decisions

  • Knowledge and understanding of call center / support metrics is nice to have 

  • Curiosity and a spirit of adventure - we’re building a team for long term success


 


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

  • Flexible PTO policy

  • Monthly wellness stipend, home office stipend


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.