Senior Manager, Support Escalations, Checkr

Checkr

Location:
United States, Denver

Category:
Customer Service

Contract Type:
Employment contract

Salary:

124000.00 - 155000.00 USD / Year

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Job Description:

As the Senior Manager, Support Escalations, you will be responsible for handling complex customer, candidate, and executive escalations across Checkr's support ecosystem. You will partner with frontline managers and cross-functional teams to accelerate resolutions to high-impact problems. This role involves managing a specialized team and improving escalation management processes.

Job Responsibility:

Lead a specialized team (5-8 people) with direct line-of-business oversight to resolve complex escalations
Work directly with customers, Customer Success, and Product teams to drive closed-loop resolution processes for high-impact issues
Provide feedback to frontline senior managers on agent performance related to escalation handling
Define and implement process improvements to enable effective escalation management, including efficiency, performance, and risk mitigation
Partner with Operations teams to identify issues and emerging trends, providing insights to improve support systems
Deliver monthly & quarterly analyses of escalation patterns, root causes, and resolution metrics, ensuring key issues and business drivers are understood and highlighted
Collaborate with cross-functional stakeholders to recommend improvements to Shared Services and Product that address significant customer pain points
Work closely with the Customer Success organization to understand escalation drivers and their impact on customer retention and revenue

Requirements:

7+ years of leadership experience in an organization with a strong brand of outstanding customer service
5+ years of experience in escalation management or complex problem resolution
Working knowledge of Candidate Support, Customer Support, QA, and Disputes/Investigations systems and processes
Measurable track record of driving customer experience impact and outcomes through effective escalation resolution
Experience navigating operational systems and providing constructive feedback for improvement
Proven track record of working with cross-functional stakeholders to deliver shared priorities, including product operations, shared services, product, engineering, and data/analytics teams
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
Direct customer-facing experience preferred
Experience working within support organizations of 100+ representatives preferred
Background in building or improving escalation management frameworks preferred
Ability to travel domestically and/or internationally as needed - up to 10% of the time

Nice to have:

Direct customer-facing experience
Experience working within support organizations of 100+ representatives
Background in building or improving escalation management frameworks

What we offer:

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
In-office perks such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages

Additional Information:

Job Posted:
June 06, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Manager, Support Escalations