Enterprise Support Specialist

About Checkr Checkr is building the data platform to power safe and fair decisions. 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 Amazon, DoorDash, Netflix, Kimpton, and Anthropic. We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on https://www.forbes.com/lists/cloud100/ and is a Y Combinator 2024 https://www.ycombinator.com/blog/yc-top-companies-2024. The Enterprise Support Specialist at Checkr is a pivotal role that combines advanced problem-solving skills with a customer-centric approach. This position requires handling sensitive information with care, swiftly resolving complex issues, and maintaining high-quality support standards. As a subject matter expert, you'll guide team members, contribute to process improvements, and drive innovation in our support services. Your empathy, adaptability, and excellent communication skills will be crucial in delivering exceptional customer experiences that align with Checkr's mission of building a fairer future in the hiring industry. This role offers the opportunity to make a significant impact on our operations while fostering a culture of excellence in customer support. What you'll do: Handle high volumes of customer inquiries via various channels with professionalism Deliver exceptional, personalized customer service Swiftly resolve complex issues while maintaining quality and meeting deadlines Serve as a Subject Matter Expert on products, features, and common issues for your customer portfolio Proactively identify and implement operational gaps that impact customer experience  Contribute to team knowledge base and training materials for a specialized group of accounts Collaborate with cross-functional teams to resolve complex issues Maintain strong relationships with key stakeholders, including our Sales, Customer Success, Implementations, Shared Services, and Escalations groups to proactively identify unique customer requirements for our Enterprise and Strategic accounts Stay up-to-date with product knowledge and industry trends Meet or exceed performance metrics and quality standards Support new business initiatives to improve customer and agent experiences Handle sensitive information with utmost care and confidentiality Generate regular reports on customer issues, trends, candidate outreach, and general support performance Serve as a Point of Contact for new onboarding customers and maintain relationship that includes reporting, insights to Success teams, and informing internal team of updates Conduct in-depth research to resolve complex customer inquiries Analyze data to identify patterns and suggest improvements in support processes Assist other Support teams as needed by the business What you bring: 3+ years of experience in a customer-facing role Strong written and verbal communication skills  Advanced problem-solving and critical thinking abilities  Excellent analytical skills to identify root causes and deliver effective solutions  Proven track record of handling complex customer inquiries efficiently  Ability to navigate ambiguous scenarios and think creatively  Customer-centric mindset with high empathy and adaptability  Proficiency in CRM systems, support tools, and chat systems  Experience in maintaining and improving knowledge bases  Familiarity with FCRA standards and compliance (or willingness to learn)  Ability to thrive in a fast-paced, ever-changing environment  Strong multitasking skills and effective time management  Passion for continuous learning and process improvement  Comfortable with technology and able to adapt to new tools quickly  Strong research skills and attention to detail  Ability to synthesize complex information and present findings clearly  Team player with a positive attitude and willingness to learn  Experience mentoring or guiding team members (preferred)  Proficiency in data analysis and reporting tools (preferred)  High school diploma or equivalent; Associate's degree preferred 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. https://docs.google.com/document/d/1rNtejhglRXecxEiXzf2xzsT_Ab-wmDeuVEXYvmarI3U/edit Pay Transparency Disclosure 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, seehttps://checkr.com/company/careers. On-target Earnings OR Base Salary range (Denver, CO)$47,000—$59,000 USDOn-target Earnings OR Base Salary range (Nashville, TN)$43,000—$54,000 USD 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 week. In-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 http://sfgov.org/olse/sites/default/files/Document/FCO%20Art.%2049%20Official%20Notice%20to%20print%202017.pdf. Applicant Privacy Policy If you are a California resident or are located in Alberta or British Columbia, our https://checkr.com/legal/applicant-privacy-policy applies to our collection and processing of your personal information when you apply for a role with us or otherwise participate in our recruitment process. *Legitimate Checkr emails will always include our official domain name after the @ symbol (e.g., mailto:name@checkr.com or mailto:name@ext.checkr.com). Offices: Denver, Colorado, United States (Denver);