Senior Customer Support Representative

**About Checkr**Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable.

We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company.

The Candidate Experience and Customer Support Teams deliver 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.  The Support Associate is an expert either within a team or channel.  The ideal candidate is enthusiastic about creating an unequaled level of service for the Checkr community. The ideal candidate for this role is someone who is calm in the face of a storm, caring and compassionate, and is able to have a strong sense of empathy in difficult situations.

Responsibilities

• Assist with handling a high volume of inbound support channels (i.e. chats, emails, and/or phone calls) from candidates or customers, resolving their questions with empathy and care
• Process escalated support tickets that require additional knowledge base outside of Frontline Tier 1 Agent access
• Carefully review background checks and provide accurate responses to candidates or customers.
• Resolve report issues quickly to ensure we are delivering high quality reports within turnaround time deadlines.
• Have fun working in a fast-paced, high contact volume environment.
• Available and present for their team during their shift to help deliver best in class service for our team and our customers
• Flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and agents
• Deliver an exceptional, personalized service experience for Checkr users, through all channels that our teams cover 
• Escalate complex issues to appropriate internal and external parties
• Identify operational improvements and work to submit to appropriate cross functional teams
• Provide feedback about how we can, as a team and company, provide an industry-leading customer experience
• Active participant in Checkr's culture.  Participates in community events - Represents Checkr Mindset (grit, owner, accountable, customer focused)

Your Experience and Skills

• 1+ years of experience in the Support Associate Frontline Agent role.
• 2+ years of experience in a similar external role is required.
• 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.
• Ability to work collaboratively with other stakeholders on projects.
• Flexible schedule, willing to work non-traditional hours, weekends and holidays (only when necessary) to support our customers and agents
• Demonstrated ability to work cross functionally and collaboratively in a team 
• Trusted and able to operate autonomously in their role with limited supervision 
• Dependable and punctual with time management skills
• Strong writing skills and impeccable attention to detail
• Demonstrates empathy and the ability to take initiative on doing the right thing for the customer
• Advanced problem-solving skills ­with the ability to think creatively to resolve difficult situations
• Ability to quickly learn web­-based user support applications
• Comfortable in a fast-­paced environment, subject to rapid change and uncertainty
• High level of comfort and familiarity with Checkr and supporting technology/tooling

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
• Up to 25K reimbursement for fertility, adoption, and parental planning services
• Flexible PTO policy
• Monthly wellness stipend, home office stipend

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages. 

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. We use geographic cost of labor as an input to develop ranges for our roles and as such, each location where we hire may have a different range. If this role is remote, we have listed the top to the bottom of the possible range, but we will specify the target range for an exact location when you are selected for a recruiting discussion. For more information on our compensation philosophy, see our website.

The salary range for this role is $47,000 to $59,000 in Denver, CO.

Equal Employment Opportunities at Checkr

Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.