Manager, Technical Support

About Checkr
Checkr is building the data platform to power safe and fair decisions. Established in 2014, Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including DoorDash, Coinbase, Lyft, Instacart, and Airtable.

We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2024 List and is a Y Combinator 2024 Breakthrough Company.

About the team/role
Our Operations organization is at the heart of delivering exceptional customer experiences, streamlining workflows, and generating impactful insights for smarter decision-making. As manager of the Technical Support team within Operations at Checkr, you will lead a team of skilled support engineers,  fostering a culture of continuous learning and development. You will play a key role in maintaining high-quality support services and achieving strategic goals.

Success in this role requires a combination of technical expertise and team leadership. You will play a central role in establishing and refining standard operating procedures (SOPs) and optimizing team operations to enhance overall performance and customer satisfaction. You will manage team queues, workflows, and task assignments, and serve as an escalation path for complex issues. 

What you’ll do

• Lead and mentor a team of technical support engineers, fostering a culture of continuous improvement and professional development.
• Ensure team alignment with Checkr’s support standards and goals.
• Serve as an escalation point for complex technical issues, ensuring timely and effective resolution.
• Define and uphold quality standards, setting benchmarks for what good looks like, and drive improvements in customer satisfaction (CSAT) outcomes.
• Oversee task assignment and manage team workflows to ensure efficient handling of support requests.
• Drive improvements in operational processes, focusing on achieving key performance indicators (KPIs) and service level agreements (SLAs).
• Drive the development and maintenance of internal documentation and knowledge bases to support efficient issue resolution.
• Analyze support metrics and customer feedback to identify trends and areas for improvement, implementing data-driven strategies to enhance team performance.
• Foster collaboration and communication within the team and across departments to ensure seamless support operations.

What you bring

• 3+ years of experience in technical support or operations management within a SaaS or technology environment, with a focus on quality and customer satisfaction.
• Proven leadership skills with experience managing technical support teams, experience with BPO team operations a plus. 
• Demonstrated ability to set benchmarks for performance and drive improvements in customer satisfaction (CSAT) outcomes
• Strong analytical skills with a track record of driving operational process improvements and achieving key performance indicators (KPIs) and service level agreements (SLAs)
• Strong technical background with experience in troubleshooting and resolving complex technical issues.
• Excellent communication skills, with the ability to convey technical information to non-technical audiences clearly and empathetically.
• Proficiency in SQL and familiarity with tools such as DataDog, Snowflake, and Mulesoft.
• Strong analytical skills with the ability to use data to drive decision-making and process improvements.
• A collaborative mindset with the ability to work effectively across teams and departments.

What you get:

• A fast-paced and collaborative environment
• Learning and development allowance
• Competitive cash and equity 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

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. 

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.

The base salary range for this role is $118,000 to $147,000 in San Francisco, CA.

Equal Employment Opportunities at Checkr

Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.