Customer Support Associate

About the team/role

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