Director, Customer Support

• Define a delightful customer support experience and strategy integrating AI capabilities
• Build and manage all aspects of Checkr's rapidly scaling Customer Support teams
• Partner with cross-functional teams to develop and implement AI-powered support solutions
• Develop innovative strategies and solutions for support systems infrastructure and premium support models
• Leverage data science, analytics, and AI insights to identify support touchpoints that improve retention
• Drive efforts with product, engineering, marketing, and revenue teams to streamline post-sale Support
• Establish, measure and monitor customer support KPIs and drive operational efficiency
• Collaborate with Marketing, Sales, Customer Success, Finance and Engineering teams to improve candidate and customer experience
• Champion a culture of innovation where AI augments human capabilities

• 8+ years of leadership experience in an organization with a strong brand of outstanding customer service
• 5+ years of directly managing a high growth Customer Support organization in enterprise B2B environments
• Experience growing Support teams to 75+ reps in a multi-channel environment
• Enterprise B2B support experience with complex, multi-stakeholder customer environments
• Experience working with AI-powered support solutions (chatbots, intelligent routing, automated responses) while maintaining high-quality human touchpoints
• 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
• Experience driving long-term business planning and strategy setting at the leadership level
• Deep understanding of how to balance automation with human empathy

Experience in HR tech or background check/compliance industries

• 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
• Lunch four times a week
• Commuter stipend
• Snacks and beverages