Nashville Ops Lead - Customer Support

Checkr, Inc.; Nashville (TN); Hybrid; USD 73,000 - 91,000; Full time

Benefits offered by this job

Learning allowance

Equity compensation

Health coverage

Fertility support

Flexible PTO

Wellness stipend

Job summary

Checkr is seeking an Associate Manager in Nashville to build and lead a new support team. You will onboard and coach 5–6 hires from day one, shaping performance across email, chat, and voice to deliver exceptional candidate experiences.

You will partner with the Customer Experience and vendor management teams to align standards, own KPIs, and scale operations as the Nashville hub grows.

Qualifications

• 4+ years leading customer support, contact centre, or operations teams.
• Proven track record coaching frontline reps through structured coaching or training programs.
• Comfort owning KPIs and translating data into coaching and process changes.
• Experience partnering cross‑functionally with peer leaders or vendor/BPO partners.
• A hands‑on coaching style, in the trenches with a growing team.
• Nice to have: background screening, fintech, healthcare or regulated service industry.

Responsibilities

• Build and lead a Nashville-based team of 5‑6 support specialists from day one.
• Coach reps through real‑time calls, ticket reviews, and 1:1 sessions to improve performance.
• Own candidate experience quality and KPIs, diagnose gaps, and drive corrective actions.
• Partner with Customer Experience to align standards, escalation paths, and workflows.
• Collaborate with vendor management to define quality expectations and monitor performance.
• Develop repeatable onboarding, training, and coaching frameworks for scale.

Job description

Checkr is seeking an Associate Manager in Nashville to build and lead a new support team. You will onboard and coach 5–6 hires from day one, shaping performance across email, chat, and voice to deliver exceptional candidate experiences.

You will partner with the Customer Experience and vendor management teams to align standards, own KPIs, and scale operations as the Nashville hub grows.