Senior Manager, Enterprise & Strategic Support

<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. Checkr’s innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. Checkr has over 100,000 customers including Amazon, DoorDash, Netflix, Kimpton, 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>As the <strong>Senior Manager, Enterprise Support</strong>, you will own the support experience for Checkr's enterprise customers, driving exceptional service delivery and building scalable support programs that differentiate us in the market. Reporting to the Director of Customer Support, you'll be responsible for enterprise escalations, white-glove support programs, and ensuring our largest customers receive world-class service that drives retention and expansion.</p> <p>You'll work closely with Customer Success, Sales, and Product teams to translate enterprise customer needs into actionable support strategies. You'll build and lead a team of enterprise support specialists who serve as trusted advisors to our most strategic accounts, handling complex technical inquiries, managing escalations with urgency and expertise, and proactively identifying opportunities to improve the enterprise customer experience.</p> <p>Our ideal candidate is an experienced enterprise support leader who understands the nuances of supporting complex B2B customers with high-touch service expectations. You have a proven track record of managing enterprise escalations, building premium support programs, and partnering cross-functionally to drive customer outcomes. You're data-driven, operationally excellent, and passionate about leveraging both human expertise and AI capabilities to deliver exceptional support at scale.</p> <p>This role will require periodic travel (&lt;25%) to connect with teams across Checkr office locations and to visit enterprise customers on-site.</p> <h3><strong>Responsibilities</strong></h3> <ul> <li><strong>Enterprise Support Excellence:</strong> Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers</li> <li><strong>Escalation Management:</strong> Serve as the primary point of contact for complex enterprise escalations, coordinating cross-functional resources and driving issues to resolution with appropriate urgency and communication</li> <li><strong>Team Leadership:</strong> Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts</li> <li><strong>Premium Support Programs:</strong> Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs</li> <li><strong>Cross-Functional Partnership:</strong> Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs</li> <li><strong>Voice of Customer:</strong> Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements</li> <li><strong>Operational Rigor:</strong> Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance</li> <li><strong>Process &amp; Systems:</strong> Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery</li> <li><strong>AI Integration:</strong> Partner with the Director to implement AI-powered tools that enhance enterprise support efficiency while maintaining the high-touch, personalized service our enterprise customers expect</li> <li><strong>Customer Retention:</strong> Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery</