About the team/role
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. Successful candidates must have the ability to collaborate across Support functions, including Product Operations, Quality Assurance, Shared Services, Analytics, and Disputes/Investigations groups, to identify and address systemic issues that cause significant customer pain.
Our ideal candidate has experience in resolving complex customer issues, with strong analytical and communication skills to influence data-driven business decisions, attention to detail, and an ability to manage cross-functional and high-visibility projects. They should have a deep understanding of Checkr's customers and what they need to be successful. Ability to interact with all levels of senior management (including VP, SVP, and C-suite) is a must.
What you'll do
- 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
What you bring
- 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
What you’ll get
- 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
At Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.
One of Checkr’s core values is Transparency. To live by that value, we’ve made the decision to disclose salary ranges in all of our job postings. 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 our website.
The salary range for this role is $124,000 to $155,000 in Denver, CO
Equal Employment Opportunities at Checkr
Checkr is committed to building the best product and company, which requires hiring talented and qualified individuals with a diverse set of perspectives and lived experiences. Checkr believes in hiring people of all backgrounds, including those whose histories are impacted by the justice system in accordance with local, state, and/or federal laws, including the San Francisco’s Fair Chance Ordinance.
