What are the responsibilities and job description for the Senior Director, Candidate & Customer Support position at Jobs for Humanity?
Company Description
Company Name: checkr
Job Description
About Checkr
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.
As the Sr. Director, Candidate and Customer Support, you will drive the end-to-end support experience for all Checkr customers. Customer Support is a key differentiator for our business and plays an integral role in how we serve and retain them! You’ll define and build a support model to delight all tiers of Checkr customers and provide a best-in-class support experience. You’ll advocate for the voice of the customer and bring those voices into strategy and planning conversations at the executive level. You will build and lead a high performing, highly engaged support team that is passionate about helping Checkr’s customers and advancing our mission.
Our ideal candidate is a Customer Experience visionary, a skilled leader and operator, and has scaled world-class support teams through rapid growth. This candidate is also intuitively familiar with the foundations of Customer Support - building and enhancing omni channel support systems, delivering on SLAs and efficiency goals, and building support into a brand differentiator that improves customer retention. Most importantly, this candidate is wired toward developing delightful customer experiences. This role will require periodic travel to connect with teams across Checkr office locations, but can be located anywhere in the US.
Responsibilities:
- Define a delightful customer support experience, and the strategy to support it.
- Build and manage all aspects of Checkr’s rapidly scaling Customer Support teams across our San Francisco, Denver, Orlando, and remote locations.
- Develop innovative strategies and solutions; get executive buy-in; and execute on topics such as support systems infrastructure, support service design, automation technologies, and premium support models.
- Leverage data science and analytics to identify which support touchpoints improve retention, and develop proactive support models to address.
- Drive efforts with product, engineering, marketing, and revenue teams to streamline post-sale Support and improve the customer experience at scale.
- Deliver on the basics: establish, measure and monitor customer support KPIs, track team goals, and drive operational efficiency.
- Collaborate with Marketing, Sales, Customer Success, Finance and Engineering teams to improve customer experience.
What you bring:
- 10 years of leadership experience in an organization with a strong brand of outstanding customer service.
- 7 years of directly managing a high growth Customer Support organization, preferably in B2B.
- Have grown Support teams to 100 reps in a multi-channel environment and have direct experience building the infrastructure, systems, and teams.
- Measurable track record of driving customer experience impact through support; operational excellence around tying support KPIs to company goals.
- Ability to build and scale foundational support processes, as well as deep familiarity with setting up support operations (software, tools, content/training, quality assurance).
- Experience building outsourced, global, and distributed remote support teams.
- Proven track record of working with product, engineering, and data science teams to improve the customer experience with new technologies (AI, ML, NLP, etc.).
- Creative, analytical and results-driven orientation, demonstrated through the ability to draw conclusions, themes, and trends from data analysis, make recommendations on findings and communicate results effectively.
- Experience driving long term business planning and strategy setting at the executive leadership level.
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
- Unlimited 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. The salary range for this role is $135,860 to $282,785.
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 San Francisco’s Fair Chance Ordinance.
Salary : $5 - $135,860
