Customer Support Associate

About Checkr
Checkr is building the data platform to power safe and fair decisions. Over 140000 companies and millions of people rely on Checkr for AI verification in the moments that matter most: getting a new job a new place to live a car ride childcare even a date. Customers include Uber Pennymac Airbnb Doordash and Anthropic.

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 team/role

This Customer Support Representative I role reports to the Senior Manager Operations and will be among the first Customer Support agents in Checkrs Nashville office providing fast empathetic omnichannel support across email chat and voice. Youll resolve a high volume of customer inquiries troubleshoot issues with sound judgment and act as a subject-matter expert who can handle escalations with minimal oversight. Youll partner closely with Shared Services on training quality and knowledge management and with Product to surface recurring customer pain points helping prove out Checkrs investment in scaled high-quality support as the team grows alongside AI-driven tools.

What youll do

• Drive Resolutions: Resolve high-priority support requests from SMB and Mid-Market customers using judgment to know when to solve versus escalate
• Control the Conversation: Confidently guide customer interactions across chat email and phone setting expectations de-escalating tension and steering toward resolution
• Take Radical Ownership: Act as the internal champion for your customers seeing every issue through from first contact to full resolution partnering with cross-functional teams when needed
• Leverage AI Tools: Work alongside Checkrs AI-driven tools to automate routine tasks and catch when their answers are wrong so you can focus your judgment where it actually matters
• Own Technical & Compliance Depth: Handle account setup integration questions billing issues and compliance questions (including FCRA) becoming the go-to for complex edge-case requests
• Identify friction points in the customer journey and help train and refine the AI models and SOPs your team relies on by providing feedback

What you bring

• 2 years of experience in B2B customer support customer success or technical support SaaS environment preferred
• Comfortable navigating complex software ecosystems and confident using AI tools to move faster while catching when their output is wrong
• Exceptional written and verbal communication skills with the presence to control a conversation and de-escalate a frustrated customer
• A genuine problem-solvers mindset: complex ambiguous issues energize you rather than drain you and you use SOPs as a guide not a script
• Curiosity about how our product policies and compliance requirements fit together with a bias toward learning the why not just the how
• An A-player mindset with a strong bias for action: you raise the bar move with urgency stay resilient through ambiguity and take ownership to deliver meaningful outcomes

What We Offer

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity 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

At Checkr we believe an in office 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 -office perks are provided such as lunch five times a week a commuter stipend and an abundance of snacks and beverages. A relocation stipend may be available for those willing to relocate to a Checkr hub location.

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.

Applicant Privacy Policy
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For applicants in Massachusetts:It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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