Director, Customer Support

About Checkr
Checkr is building the data platform to power safe and fair decisions. Established in 2014 Checkrs innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100000 customers including DoorDash Coinbase Lyft Instacart and Airtable.

Were a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes CloudList and is a Y Combinator 2024 Breakthrough Company.

About the Role

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! Youll 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. Youll 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 Checkrs 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. Youre 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 youll 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 Checkrs 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 Youll 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

#LI-Hybrid

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. Starting January 2026 hub-based employees will be expected to work from the office 3 days per -office perks are provided such as lunch four times a week a commuter stipend and an abundance of snacks and beverages.

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 Franciscos Fair Chance Ordinance.

*Legitimate Checkr emails will always include our official domain name after the @ symbol (e.g. ).