Senior Enterprise & Strategic Account Representative

Checkr • Denver, CO

4h • $47,000 - $59,000 • Hybrid

About The Position

Checkr is building the data platform to power safe and fair decisions, helping customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr serves over 100,000 customers including Amazon, DoorDash, Kia, Kimpton, McDonalds, and Netflix. The company thrives on solving complex problems with innovative solutions and is recognized on Forbes Cloud 100 2025 List and as a Y Combinator 2024 Breakthrough Company. The Senior Enterprise and Strategic Account Representative is a pivotal role requiring advanced problem-solving skills and a customer-centric approach. This position involves handling sensitive information with care, swiftly resolving complex issues, and maintaining high-quality support standards. As a subject matter expert, the representative will guide team members, contribute to process improvements, and drive innovation in support services. Empathy, adaptability, and excellent communication skills are crucial for delivering exceptional customer experiences aligned with Checkr's mission of building a fairer future in the hiring industry. This role offers a significant impact on operations and fosters a culture of excellence in customer support.

Requirements

• 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
• High school diploma or equivalent
• 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.

Nice To Haves

• Experience mentoring or guiding team members
• Proficiency in data analysis and reporting tools
• Associate's degree preferred

Responsibilities

• 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

Benefits

• 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
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees