As the Sr. Manager, Enterprise Support, 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.
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.
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.
This role will require periodic travel (<25%) to connect with teams across Checkr office locations and to visit enterprise customers on-site.
Responsibilities
- Enterprise Support Excellence: Own and optimize the enterprise support experience, ensuring rapid response times, high-quality resolutions, and proactive engagement with our largest customers
- Escalation Management: 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
- Team Leadership: Build, coach, and develop a high-performing team of enterprise support specialists who serve as trusted advisors to strategic accounts
- Premium Support Programs: Design and implement differentiated support offerings for enterprise customers, including dedicated support models, enhanced SLAs, and white-glove service programs
- Cross-Functional Partnership: Collaborate closely with Customer Success, Account Management, Sales, Product, and Engineering teams to ensure seamless enterprise customer experiences and advocate for customer needs
- Voice of Customer: Systematically capture and analyze enterprise customer feedback, translating insights into actionable improvements and product requirements
- Operational Rigor: Establish and monitor enterprise support KPIs (CSAT, SLA adherence, escalation resolution time, etc.), drive continuous improvement, and report on team performance
- Process & Systems: Develop enterprise support playbooks, escalation protocols, and knowledge management systems that enable consistent, high-quality service delivery
- AI Integration: 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
- Customer Retention: Drive support initiatives that directly impact enterprise NRR (Net Revenue Retention) and reduce churn through exceptional service delivery
What You Bring
- 5+ years of experience in customer support leadership roles, with at least 3 years focused on enterprise B2B customers
- Direct management experience leading teams of 10-20+ support professionals in high-growth environments
- Enterprise support expertise: Deep understanding of enterprise customer expectations, complex multi-stakeholder environments, and premium support models
- Escalation management: Proven track record of successfully managing high-stakes customer escalations and executive-level communications
- Required: Enterprise B2B SaaS experience with complex, technical products
- Preferred: Experience in HR tech, compliance, or background screening industries
- Cross-functional leadership: Strong ability to influence and partner with Sales, Customer Success, Product, and Engineering teams
- Operational excellence: Data-driven approach to decision making with expertise in support metrics, SLA management, and quality assurance
- Systems thinking: Experience building support processes, playbooks, and systems that scale with growth
- Technical acumen: Comfortable supporting technical products and working with engineering teams to resolve complex issues
- Communication skills: Exceptional written and verbal communication, with ability to interact confidently with C-level executives and enterprise stakeholders
- Change agent: Track record of driving continuous improvement and implementing new programs or technologies (including AI tools) in support environments
What You Get
- A fast-paced and collaborative environment
- Learning and development allowance
- Competitive compensation and opportunity for advancement
- 100% medical, dental and vision coverage
- Unlimited PTO policy
- Monthly wellness stipend
