Director, Customer Support

Director, Customer Support

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.

As the Director, Customer Support, you will drive the end-to-end support experience for all Checkr customers. Customer Support is a key differentiator for our business and plays an integral role in how we serve and retain them! You'll define and build a support model to delight all tiers of Checkr customers and provide a best-in-class support experience that leverages both human expertise and AI technology. You'll advocate for the voice of the customer and bring those voices into strategy and planning conversations at the executive level. You will build and lead a high performing, highly engaged support team that is passionate about helping Checkr's customers and advancing our mission.

Our ideal candidate is a Customer Experience visionary who understands how to blend human empathy with AI capabilities to deliver exceptional support at scale. You're a skilled leader and operator who has scaled world-class support teams through rapid growth in enterprise B2B environments (bonus if you have worked in an HR Technology company!). This candidate is also intuitively familiar with the foundations of Customer Support - building and enhancing omni-channel support systems, delivering on SLAs and efficiency goals, and building support into a brand differentiator that improves customer retention. Most importantly, this candidate is passionate about developing delightful candidate and customer experiences by strategically integrating AI tools while maintaining the human touch that makes support truly exceptional.

This role will require periodic travel (<25%) to connect with teams across Checkr office locations in San Francisco, Denver, and Nashville as well as occasional travel to connect with customers.

What You'll Do

• Define a delightful customer support experience, and the strategy to support it, integrating AI capabilities to enhance both efficiency and the human experience
• Build and manage all aspects of Checkr's rapidly scaling Customer Support teams across our Denver, Nashville, and remote locations
• Partner with cross-functional teams to develop and implement AI-powered support solutions that complement and enhance human agent capabilities, improving response times and customer satisfaction
• Develop innovative strategies and solutions; get executive buy-in; and execute on topics such as support systems infrastructure, AI and automation technologies, support service design, and premium support models
• Leverage data science, analytics, and AI insights to identify which support touchpoints improve retention, and develop proactive support models to address customer needs
• Drive efforts with product, engineering, marketing, and revenue teams to streamline post-sale Support and improve the candidate and customer experience at scale
• Deliver on the basics: establish, measure and monitor customer support KPIs, track team goals, and drive operational efficiency
• Collaborate with Marketing, Sales, Customer Success, Finance and Engineering teams to improve candidate and customer experience
• Champion a culture of innovation where AI augments human capabilities, enabling your team to focus on high-value, complex customer interactions

What You Bring

• 8+ years of leadership experience in an organization with a strong brand of outstanding customer service
• 5+ years of directly managing a high growth Customer Support organization in enterprise B2B environments
• Have grown Support teams to 75+ reps in a multi-channel environment and have direct experience building the infrastructure, systems, and teams
• Required: Enterprise B2B support experience with complex, multi-stakeholder customer environments
• Preferred: Experience in HR tech or background check/compliance industries
• Experience working with AI-powered support solutions (chatbots, intelligent routing, automated responses) while maintaining high-quality human touchpoints
• Measurable track record of driving customer experience impact through support; operational excellence around tying support KPIs to company goals
• Experience building outsourced, global, and distributed remote support teams
• Proven track record of working with product, engineering, and data science teams to improve the customer experience with new technologies (AI, ML, NLP, etc.)
• Creative, analytical and results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively
• Experience driving long-term business planning and strategy setting at the leadership level
• Deep understanding of how to balance automation with human empathy to deliver exceptional candidate and customer experiences

What You'll 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

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, Nashville, TN and Santiago, Chile. Individuals are expected to work from the office 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 base salary range for this role is $166,000 to $208,000 in Denver, CO

The base salary range for this role is $151,000 to $189,000 in Nashville, TN

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.