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Salary: USD 73,000 - 91,000 / annual
Checkr is a data platform powering safe and fair decisions through AI verification. The company serves over 140,000 customers including Uber, Airbnb, DoorDash, and Anthropic. Checkr is recognized on the Forbes Cloud 100 2025 list and is a Y Combinator 2024 Breakthrough Company.
You will report to Checkr's Senior Manager of Operations and build and lead a brand new, Nashville-based support team dedicated to delivering exceptional candidate experience. This is a hands-on leadership role where you will onboard, coach, and grow a team of 5-6 new hires from day one, owning their performance, quality, and development as they ramp across email, chat, and voice channels.
Key responsibilities include:
- Building and leading a new Nashville-based team of 5-6 support specialists, owning hiring ramp, onboarding, and day-to-day performance from the ground up
- Coaching representatives in real time through call and ticket reviews, live shadowing, and structured 1:1s to turn good performance into great candidate experiences
- Owning candidate experience quality and KPIs (SLA, quality scores, CSAT-style metrics), diagnosing gaps and building corrective action plans when performance slips
- Partnering with the Customer Experience team to align on shared standards, escalation paths, and workflows as both teams scale
- Partnering with vendor management to define quality expectations for outsourced work and hold vendor performance to the same bar as your in-house team
- Building repeatable onboarding, training, and coaching frameworks that enable the Nashville hub to scale cleanly as headcount grows beyond the first class
Checkr expects in-office work 3+ days per week at the Nashville hub location. The company offers in-office perks including lunch five times a week, commuter stipend, and snacks/beverages. A relocation stipend may be available for those willing to relocate.
Requirements:
- 4+ years leading customer support, contact center, or operations teams with direct people management experience
- Proven track record coaching frontline representatives through structured 1:1 coaching or training programs, with measurable improvement to show
- Comfort owning KPIs and translating data into concrete coaching and process changes, not just reporting on numbers
- Experience partnering cross-functionally with peer leaders and/or vendor/BPO partners to align quality standards across teams
- Hands-on, on-the-floor coaching style, energized by being in the trenches with a growing team rather than managing from a distance
- A-player mindset with strong bias for action: raising the bar, moving with urgency, staying resilient through ambiguity, and taking ownership to deliver meaningful outcomes
- Nice to have: experience in background screening, fintech, healthcare, or another regulated, compliance-heavy service industry
