Manager, Technical Support, Checkr

Checkr

Location:
United States, San Francisco

Category:
IT - Administration

Contract Type:
Employment contract

Salary:

118000.00 - 147000.00 USD / Year

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Job Description:

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.

Job Responsibility:

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

Requirements:

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 we offer:

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

Additional Information:

Job Posted:
May 23, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Manager, Technical Support