Why This Job is Featured on The SaaS Jobs
This Customer Support Specialist role sits inside Truework, a product operating independently within Checkr after an acquisition. That structure is notable in SaaS because it blends a focused product line with access to a larger platform’s resources, while still requiring day to day ownership of user experience and operational reliability. The remit spans phone, email, and chat, reflecting the multi channel support motions common in modern SaaS.
For someone building a SaaS career, the role offers durable exposure to how product usage, process design, and support operations intersect. Troubleshooting across tools and workflows builds fluency in diagnosing software issues under real customer constraints, while trend spotting and knowledge base work develops the habit of turning recurring tickets into systemic improvements. Cross functional feedback loops with product, operations, and engineering are also a practical entry point into how SaaS teams prioritize and ship changes.
This position is best suited to professionals who enjoy structured problem solving, clear written communication, and steady throughput without losing precision. It will appeal to candidates who want a customer facing seat that still influences product quality through disciplined escalation, documentation, and pattern recognition, especially early in a SaaS support or operations trajectory.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the team/role
Truework, recently acquired by Checkr, provides access to crucial employment and income information needed for mortgage loans, apartment rentals, background checks and more. We are disrupting a $5B+ industry, dominated by legacy incumbents, with a better product and intense customer focus. Within Checkr, Truework operates independently, allowing rapid iteration while also being able to leverage the strengths and assets from our core business. Think of it like joining a startup within a startup!
The Customer Support team at Truework plays a pivotal role in ensuring a seamless experience for our users. As a Customer Support Specialist, you’ll be on the front lines of delivering timely, empathetic, and high-quality support to a diverse customer base across multiple channels. You will be instrumental in upholding our values of trust, safety, and transparency by resolving issues with professionalism, technical precision, and care.
What you’ll do
- Deliver exceptional customer support via phone, email, and chat, maintaining high standards of empathy, clarity, and professionalism
- Troubleshoot complex technical and procedural issues with speed and accuracy, escalating when appropriate
- Handle a high volume of inbound inquiries with excellent prioritization, time management, and attention to detail
- Engage in proactive outreach and thoughtful follow-up to prevent recurring issues and enhance customer satisfaction
- Contribute to knowledge base content and process improvement by identifying support trends and customer pain points
- Collaborate cross-functionally with product, operations, and engineering teams to provide feedback and improve the customer journey
What you bring
- 1+ years of customer support experience in a high-volume environment such as a contact center, SaaS platform, or startup
- Exceptional verbal and written communication skills with strong active listening and reading comprehension
- Proven ability to troubleshoot software and hardware issues using multiple platforms and tools
- High proficiency in multitasking and working across systems simultaneously without sacrificing accuracy
- Demonstrated resilience, self-management, and commitment to continuous learning and improvement
- 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
