B2B Customer Support Specialist – Hybrid

Checkr, Inc.; Nashville (TN); Hybrid; USD 25,000 - 32,000; Full time

Benefits offered by this job

Learning and development allowance

Equity + advancement opportunities

100% medical, dental, vision coverage

Fertility/adoption support up to $25K

Flexible PTO

Monthly wellness stipend

Job summary

Checkr, Inc. in Nashville, TN is hiring a Customer Support Representative I to join our early Nashville team. You will resolve high-priority inquiries across email, chat, and phone, using AI tools to automate routine tasks while applying sound judgment. You’ll partner with Product to surface issues and improve SOPs.

If you enjoy solving complex problems, communicating clearly, and working in a fast-paced SaaS environment, this role offers growth and impact.

Qualifications

• 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 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 mindset: complex, ambiguous issues energize 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.

Responsibilities

• Drive resolutions: Resolve high-priority support requests from SMB and Mid-Market customers, using judgment to know when to solve vs escalate.
• Control the conversation: Guide customer interactions across chat, email, and phone, set expectations, de-escalate tension, and steer 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.
• Own technical & compliance depth: Handle account setup, integration questions, billing issues, and compliance questions (including FCRA).
• Identify friction points in the customer journey and help train and refine the AI models and SOPs your team relies on by providing feedback.

Skills

B2B customer support

AI tools

Excellent communication

Problem solving

Curiosity

Bias for action

Job description

Checkr, Inc. in Nashville, TN is hiring a Customer Support Representative I to join our early Nashville team. You will resolve high-priority inquiries across email, chat, and phone, using AI tools to automate routine tasks while applying sound judgment. You’ll partner with Product to surface issues and improve SOPs.

If you enjoy solving complex problems, communicating clearly, and working in a fast-paced SaaS environment, this role offers growth and impact.