Senior Enterprise & Strategic Account Representative

About CheckrCheckr is building the data platform to power safe and fair decisions. Established in 2014, 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 DoorDash, Coinbase, Lyft, Instacart, and Airtable.We're a team that thrives on solving complex problems with innovative solutions that advance our mission. Checkr is recognized on Forbes Cloud 100 2025 List and is a Y Combinator 2024 Breakthrough Company.The Senior Enterprise and Strategic Support Specialist at Checkr is a pivotal role that combines advanced problem-solving skills with a customer-centric approach. This position requires handling sensitive information with care, swiftly resolving complex issues, and maintaining high-quality support standards. As a subject matter expert, you'll guide team members, contribute to process improvements, and drive innovation in our support services. Your empathy, adaptability, and excellent communication skills will be crucial in delivering exceptional customer experiences that align with Checkr's mission of building a fairer future in the hiring industry. This role offers the opportunity to make a significant impact on our operations while fostering a culture of excellence in customer support.What you'll do:Handle high volumes of customer inquiries via various channels with professionalismDeliver exceptional, personalized customer serviceSwiftly resolve complex issues while maintaining quality and meeting deadlinesServe as a Subject Matter Expert on products, features, and common issues for your customer portfolioProactively identify and implement operational gaps that impact customer experienceContribute to team knowledge base and training materials for a specialized group of accountsCollaborate with cross-functional teams to resolve complex issuesMaintain strong relationships with key stakeholders, including our Sales, Customer Success, Implementations, Shared Services, and Escalations groups to proactively identify unique customer requirements for our Enterprise and Strategic accountsStay up-to-date with product knowledge and industry trendsMeet or exceed performance metrics and quality standardsSupport new business initiatives to improve customer and agent experiencesHandle sensitive information with utmost care and confidentialityGenerate regular reports on customer issues, trends, candidate outreach, and general support performanceServe as a Point of Contact for new onboarding customers and maintain relationship that includes reporting, insights to Success teams, and informing internal team of updatesConduct in-depth research to resolve complex customer inquiriesAnalyze data to identify patterns and suggest improvements in support processesAssist other Support teams as needed by the businessWhat you bring:3+ years of experience in a customer-facing roleStrong written and verbal communication skillsAdvanced problem-solving and critical thinking abilitiesExcellent analytical skills to identify root causes and deliver effective solutionsProven track record of handling complex customer inquiries efficientlyAbility to navigate ambiguous scenarios and think creativelyCustomer-centric mindset with high empathy and adaptabilityProficiency in CRM systems, support tools, and chat systemsExperience in maintaining and improving knowledge basesFamiliarity with FCRA standards and compliance (or willingness to learn)Ability to thrive in a fast-paced, ever-changing environmentStrong multitasking skills and effective time managementPassion for continuous learning and process improvementComfortable with technology and able to adapt to new tools quicklyStrong research skills and attention to detailAbility to synthesize complex information and present findings clearlyTeam player with a positive attitude and willingness to learnExperience mentoring or guiding team members (preferred)Proficiency in data analysis and reporting tools (preferred)High school diploma or equivalent; Associate's degree preferredAn 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.What you get:A fast-paced and collaborative environmentLearning and development allowanceCompetitive compensation and opportunity for advancement100% medical, dental, and vision coverageUp to 25K reimbursement for fertility, adoption, and parental planning servicesFlexible PTO policyMonthly wellness stipend#LI-AG1Pay Transparency DisclosureOne 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.On-target Earnings OR Base Salary range (Denver, CO)$47,000 - $59,000 USDAt Checkr, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, Nashville, TN, and Santiago, Chile. Individuals are expected to work from the office 3 days a week. In-office perks are provided, such as lunch five times a week, a commuter stipend, and an abundance of snacks and beverages. A relocation stipend may be available for those willing to relocate to a Checkr hub location.Equal Employment Opportunities at CheckrCheckr 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.Applicant Privacy PolicyIf you are a California resident or are located in Alberta or British Columbia, our Applicant Privacy Policy applies to our collection and processing of your personal information when you apply for a role with us or otherwise participate in our recruitment process.* Legitimate Checkr emails will always include our official domain name after the @ symbol (e.g., name@checkr.com or name@ext.checkr.com).Create a Job AlertInterested in building your career at Checkr? Get future opportunities sent straight to your email.Create alert