Senior Manager, Customer Support

| Greater Denver Area | Hybrid
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Checkr’s mission is to build a fairer future by improving understanding of the past. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $2.2B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses artificial intelligence and machine learning to help thousands of companies modernize their background check process and make hiring safer, more efficient, and more inclusive. Some of our customers include, Uber, Instacart, Doordash, Netflix, Compass Group, and Adecco.

A career with Checkr is an opportunity to work with some of the best and brightest minds, disrupt an industry for a better future, and give otherwise overlooked candidates access to employment. Checkr has been recognized in Forbes Best Startup Employers and is a top Y Combinator company by valuation. 

This Senior Manager will drive the Customer Support team’s offshoring strategy, as well as be the owner and champion of our international product support solution. International is a key company initiative and you will be responsible for helping us successfully provide a Fairer Future to the rest of the world. Our ideal candidate has built an international support team at scale. 

Responsibilities:

  • Directly manage a growing team of 15+ email/phone Tier 1 & Tier 2 support specialists
  • Drive the strategy and hiring of an internationally based support team and be the leader of the offshore team 
  • Co-lead customer support operations in Denver to ensure SLAs and expected quality levels; continually optimizes performance, process, and tools to deliver exceptional service for candidates
  • Recruit, mentor and develop both front line representatives and managers and nurture an environment where they can excel through performance feedback, 1:1s, and individual coaching
  • Analyze and interpret support data to identify opportunities for process and efficiency improvements  
  • Become a product expert in all aspects of the Checkr platform and be able to handle escalated candidate contacts
  • Utilize insights to identify key areas of opportunity and work across teams to prioritize candidate experience enhancements
  • Work with both internal and external partners to share real-time intelligence and best practices
  • Collaborate with other Candidate Support leaders to strategize and develop future team growth based on volume projections and business objectives

What you bring:

  • A bachelor’s degree
  • 5+ years of experience in support or customer facing leadership roles
  • Proven success leading & developing support agents at all levels
  • Demonstrable experience creating and leading an offshore team 
  • Expertise using CRM software, Zendesk a plus 
  • Expertise in IVR software, Talkdesk a plus 
  • Expertise in contact center leadership, operations management, and staffing optimization
  • Expertise in defining and driving quantifiable metrics/KPIs, leveraging data to influence prioritization
  • Highly analytical, ability to utilize data to make decisions
  • Excellent writing and interpersonal skills, and an effective communicator with team members at all levels of the organization
  • Ability to provide impartial and specific coaching/feedback based on defined desired results
  • Self-awareness and a passion to innovate and improve the Candidate experience
  • A drive to lead by example and effectively manage multiple priorities
  • Deep knowledge and understanding of call center / support metrics and proven history of improving team performance 
  • Ability to travel both domestically and internationally several times per year 

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
  • Unlimited PTO policy
  • Gym membership, transportation reimbursements
  • Catered lunch, dinner, and snacks

The base salary for this position will vary based on geography and other factors.  In accordance with Colorado law, the base salary for this role if filled within Colorado is $108,800 $128,000.

Equal Employment Opportunities at Checkr

Checkr is committed to hiring talented and qualified individuals with diverse backgrounds for all of its tech, non-tech, and leadership roles. Checkr believes that the gathering and celebration of unique backgrounds, qualities, and cultures enriches the workplace.   

Checkr also welcomes the opportunity to consider qualified applicants with prior arrest or conviction records. Checkr’s commitment to diversity extends to hiring talented individuals in spite of a prior criminal history in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.


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