Customer Support Associate
About The Position
Checkr is hiring a Customer Support Representative I to provide fast, empathetic, omnichannel support to SMB and Mid-Market customers. Reporting to the Senior Manager, Operations, this role will be among the first Customer Support agents in Checkr’s Nashville office. The associate will resolve a high volume of inquiries, troubleshoot issues using sound judgment, and handle escalations with minimal oversight. The role works closely with Shared Services on training, quality, and knowledge management, and with Product to surface recurring customer pain points. The associate will also help improve the team’s AI-driven support tools and processes as Checkr scales its support operation.
Requirements
- At least 2 years of experience in B2B customer support, customer success, or technical support.
- Exceptional written and verbal communication skills, including the ability to guide conversations and de-escalate frustrated customers.
- Ability to navigate complex software ecosystems and use AI tools while recognizing when their output is incorrect.
- Strong problem-solving mindset and ability to handle complex, ambiguous issues, using SOPs as guidance rather than scripts.
- Curiosity about how products, policies, and compliance requirements fit together, with a desire to understand the reasons behind processes.
- Bias for action, urgency, resilience through ambiguity, and ownership of outcomes.
Nice To Haves
- Experience in a SaaS environment is preferred.
Responsibilities
- Resolve high-priority support requests from SMB and Mid-Market customers, using judgment to determine when to solve an issue or escalate it.
- Guide customer interactions across chat, email, and phone; set expectations, de-escalate tension, and steer conversations toward resolution.
- Take ownership of customer issues from first contact through full resolution, partnering with cross-functional teams when needed.
- Work alongside AI-driven tools to automate routine tasks and identify incorrect AI-generated answers.
- Handle account setup, integration questions, billing issues, and compliance questions, including FCRA-related matters.
- Identify friction points in the customer journey and provide feedback to improve AI models and team SOPs.
- Partner with Shared Services on training, quality, and knowledge management, and with Product to communicate recurring customer pain points.
Benefits
- Learning and development allowance
- Competitive cash and equity compensation
- Opportunity for advancement
- 100% medical, dental, and vision coverage
- Up to $25,000 reimbursement for fertility, adoption, and parental planning services
- Flexible PTO policy
- Monthly wellness stipend
- Lunch provided five times a week at hub offices
- Commuter stipend
- Snacks and beverages at hub offices
- Relocation stipend may be available for relocation to a Checkr hub location
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
