Customer Support Associate

Customer Support Representative I This Customer Support Representative I role reports to the Senior Manager, Operations and will be among the first Customer Support agents in Checkr's Nashville office, providing fast, empathetic, omnichannel support across email, chat, and voice. You'll resolve a high volume of customer inquiries, troubleshoot issues with sound judgment, and act as a subject-matter expert who can handle escalations with minimal oversight. You'll partner closely with Shared Services on training, quality, and knowledge management, and with Product to surface recurring customer pain points, helping prove out Checkr's investment in scaled, high-quality support as the team grows alongside AI-driven tools. What you'll do: Drive Resolutions: Resolve high-priority support requests from SMB and Mid-Market customers, using judgment to know when to solve versus escalate Control the Conversation: Confidently guide customer interactions across chat, email, and phone, setting expectations, de-escalating tension, and steering toward resolution Take Radical Ownership: Act as the internal champion for your customers, seeing every issue through from first contact to full resolution, partnering with cross-functional teams when needed Leverage AI Tools: Work alongside Checkr's AI-driven tools to automate routine tasks and catch when their answers are wrong, so you can focus your judgment where it actually matters Own Technical & Compliance Depth: Handle account setup, integration questions, billing issues, and compliance questions (including FCRA), becoming the go-to for complex, edge-case requests Identify friction points in the customer journey and help train and refine the AI models and SOPs your team relies on by providing feedback What you bring: 2+ years of experience in B2B customer support, customer success, or technical support, SaaS environment preferred Comfortable navigating complex software ecosystems and confident using AI tools to move faster, while catching when their output is wrong Exceptional written and verbal communication skills, with the presence to control a conversation and de-escalate a frustrated customer A genuine problem-solver's mindset: complex, ambiguous issues energize you rather than drain you, and you use SOPs as a guide, not a script Curiosity about how our product, policies, and compliance requirements fit together, with a bias toward learning the why, not just the how 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 Pay Transparency Disclosure: 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 (Nashville, TN)$18.27 $23.08 USD What We Offer: A fast-paced and collaborative environment Learning and development allowance Competitive cash and equity 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 At Checkr, we believe an in office 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 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. Applicant Privacy Policy: If 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. For applicants in Massachusetts: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. *Legitimate Checkr emails will always include our official domain name after the @ symbol (e.g., View email address on click.appcast.io or View email address on click.appcast.io ).