Manager, Customer Support Systems

| Greater Denver Area | Remote | Hybrid
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Checkr’s mission is to build a fairer future by designing technology to create opportunities for all. We believe all candidates, regardless of who they are, should have a fair chance to work. Established in 2014 and valued at $5B, Checkr is using technology to bring hiring to the next level. Our People Trust Platform uses 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

Checkr is looking for a Manager, Customer Support Systems to play a key role in establishing the systems, defining processes, and growing the team for scalability. In this role, you will be responsible for delivering the technology to enable a world-class customer support experience to our rapidly expanding customer base during a time of hyper-growth. 

As a leader within the Corporate Engineering organization, you will utilize your unique combination of Technical Support knowledge within a SaaS environment and  proven track record in building out systems to provide a best-in-class customer experience. 

Who You Are:

  • You embody a strong collaborative nature
  • You’re a driver with a strong work ethic and a bias toward action
  • You are motivated by deadlines
  • You have the ability to translate technical topics to a non-technical audience

What You’ll Do:

  • Own all aspects of systems strategy and roadmap for Customer Support systems
  • Partner with the Checkr Operations team to define use cases and requirements for a broad customer support platform
  • Own and manage all aspects of the Customer Support systems and tools, primarily components such as ticketing systems, knowledge base, contact center technology, and support Analytics, etc..
  • Present the state of the systems at Monthly and Quarterly business reviews by building out executive-level presentations

What You Bring:

  • Deep experience in implementing customer support technologies such as Zendesk, Salesforce Service Cloud, contact center platforms, IVR, knowledge management platforms, Chatbots, etc.
  • Experience identifying, baselining, and tracking KPIs
  • Strong analytical and problem-solving skills
  • Excellent track record of project/program management involving operational processes

Requirements:

  • 7+ years of experience leading business systems teams
  • BA in Computer Science or related technical field
  • Hands on implementation of Zendesk for Customer Support functions

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 $134,000 - $157,000.

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.

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
  • Up to 25K reimbursement for fertility, adoption, and parental planning services
  • Flexible PTO policy
  • Monthly wellness stipend, home office stipend

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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