Customer Support Associate

<div class="content-intro"><p><span style="font-weight: 400;"><strong>About Checkr<br></strong></span>Checkr is building the data platform to power safe and fair decisions. Over 140,000 companies and millions of people rely on Checkr for AI verification in the moments that matter most: getting a new job, a new place to live, a car ride, childcare, even a date. Customers include Uber, Pennymac, Airbnb, Doordash, and Anthropic.<br><br>We’re a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on <a href="https://www.forbes.com/lists/cloud100/" target="_blank">Forbes Cloud 100 2025 List</a> and is a Y Combinator 2024 <a href="https://www.ycombinator.com/blog/yc-top-companies-2024">Breakthrough Company</a>.</p></div><p><strong>About the team/role</strong></p> <p>This Customer Support Representative I role reports to the Senior Manager, Operations and will be among the first Customer Support agents in Checkr's Nashville office, providing fast, empathetic, omnichannel support across email, chat, and voice. You'll resolve a high volume of customer inquiries, troubleshoot issues with sound judgment, and act as a subject-matter expert who can handle escalations with minimal oversight. You'll partner closely with Shared Services on training, quality, and knowledge management, and with Product to surface recurring customer pain points, helping prove out Checkr's investment in scaled, high-quality support as the team grows alongside AI-driven tools.</p> <p><strong>What you’ll do</strong></p> <ul> <li>Drive Resolutions: Resolve high-priority support requests from SMB and Mid-Market customers, using judgment to know when to solve versus escalate</li> <li>Control the Conversation: Confidently guide customer interactions across chat, email, and phone, setting expectations, de-escalating tension, and steering toward resolution</li> <li>Take Radical Ownership: Act as the internal champion for your customers, seeing every issue through from first contact to full resolution, partnering with cross-functional teams when needed</li> <li>Leverage AI Tools: Work alongside Checkr's AI-driven tools to automate routine tasks and catch when their answers are wrong, so you can focus your judgment where it actually matters</li> <li>Own Technical &amp; Compliance Depth: Handle account setup, integration questions, billing issues, and compliance questions (including FCRA), becoming the go-to for complex, edge-case requests</li> <li>Identify friction points in the customer journey and help train and refine the AI models and SOPs your team relies on by providing feedback</li> </ul> <p><strong>What you bring</strong></p> <ul> <li>2+ years of experience in B2B customer support, customer success, or technical support, SaaS environment preferred</li> <li>Comfortable navigating complex software ecosystems and confident using AI tools to move faster, while catching when their output is wrong</li> <li>Exceptional written and verbal communication skills, with the presence to control a conversation and de-escalate a frustrated customer</li> <li>A genuine problem-solver's mindset: complex, ambiguous issues energize you rather than drain you, and you use SOPs as a guide, not a script</li> <li>Curiosity about how our product, policies, and compliance requirements fit together, with a bias toward learning the why, not just the how</li> <li>An A-player mindset with a strong bias for action: you raise the bar, move with urgency, stay resilient through ambiguity, and take ownership to deliver meaningful outcomes</li> </ul> <p><a href="https://docs.google.com/document/d/1rNtejhglRXecxEiXzf2xzsT_Ab-wmDeuVEXYvmarI3U/edit" target="_blank">&nbsp;</a></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><strong>Pay Transparency Disclosure</strong></p> <p><em>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</em><a href="https://checkr.com/company/careers"><em> </em><em>our website</em></a><em>.</em></p></d