Enterprise and Strategic Account Specialist

About Checkr
Checkr builds people infrastructure for the future of work. We've designed a faster—and fairer—way to screen job seekers. Established in 2014, Checkr puts modern technology powered by machine learning in the hands of hiring teams, helping to hire great new people with an experience that’s fast, smooth, and safe. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable. 

A career at Checkr means collaborating with brilliant minds, disrupting an industry, and opening channels of employment to often overlooked candidates. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company.

The Enterprise and Strategic Account 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
• Conduct in-depth research to resolve complex customer inquiries
• Analyze data to identify patterns and suggest improvements in support processes

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

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
  
  

One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. 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, see our website.

At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.

The salary range for this role is $47,000 to $59,000 in Denver, CO.

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