Experienced Senior Customer Support Representative – Delivering Exceptional Service in a Fast-Paced Environment
At careerzynith, we're building the data platform to power safe and fair decisions. Our innovative technology and robust data platform help customers assess risk and ensure safety and compliance to build trusted workplaces and communities. With over 100,000 customers, including industry leaders like DoorDash, Coinbase, Lyft, Instacart, and Airtable, we're committed to delivering exceptional service and support to our customers and agents.
As a Senior Customer Support Representative at careerzynith, you'll be part of a team that thrives on solving complex problems with innovative solutions that advance our mission. You'll be responsible for delivering an unparalleled level of service to our customers, handling sensitive information with care, and alleviating concerns in a timely and professional manner. If you're passionate about creating an exceptional customer experience, have a strong sense of empathy, and are comfortable working in a fast-paced environment, we want to hear from you.
- *Responsibilities:**
- Assist with handling a high volume of inbound support channels (i.e., chats, emails, and/or phone calls) from candidates or customers, resolving their questions with empathy and care.
- Process escalated support tickets that require additional knowledge base outside of Frontline Tier 1 Agent access.
- Carefully review background checks and provide accurate responses to candidates or customers.
- Resolve report issues quickly to ensure we are delivering high-quality reports within turnaround time deadlines.
- Have fun working in a fast-paced, high-contact volume environment.
- Be available and present for your team during your shift to help deliver best-in-class service for our team and our customers.
- Be flexible, adaptable, and able to support new business initiatives to drive improvements for our customers and agents.
- Deliver an exceptional, personalized service experience for careerzynith users, through all channels that our teams cover.
- Escalate complex issues to appropriate internal and external parties.
- Identify operational improvements and work to submit to appropriate cross-functional teams.
- Provide feedback about how we can, as a team and company, provide an industry-leading customer experience.
- Be an active participant in careerzynith's culture, participating in community events, and representing the Checkr Mindset (grit, owner, accountable, customer-focused).
- *Your Experience and Skills:**
- 1+ years of experience in the Support Associate Frontline Agent role.
- 2+ years of experience in a similar external role is required.
- Ability to maintain compassion and care for individuals as well as a desire to innovate and improve your environment.
- Self-awareness, positive attitude, and willingness to learn in a fast-changing environment.
- Ability to work collaboratively with other stakeholders on projects.
- Flexible schedule, willing to work non-traditional hours, weekends, and holidays (only when necessary) to support our customers and agents.
- Demonstrated ability to work cross-functionally and collaboratively in a team.
- Trusted and able to operate autonomously in your role with limited supervision.
- Dependable and punctual with time management skills.
- Strong writing skills and impeccable attention to detail.
- Demonstrates empathy and the ability to take initiative on doing the right thing for the customer.
- Advanced problem-solving skills with the ability to think creatively to resolve difficult situations.
- Ability to quickly learn web-based user support applications.
- Comfortable in a fast-paced environment, subject to rapid change and uncertainty.
- High level of comfort and familiarity with careerzynith and supporting technology/tooling.
- *What You Get:**
- A fast-paced and collaborative environment.
- Learning and development allowance.
- Competitive compensation and opportunity for advancement.
- 100% medical, dental, and vision coverage.
- Up to $25,000 reimbursement for fertility, adoption, and parental planning services.
- Flexible PTO policy.
- Monthly wellness stipend, home office stipend.
At careerzynith, we believe a hybrid work environment strengthens collaboration, drives innovation, and encourages connection. Our hub locations are Denver, CO, San Francisco, CA, and Santiago, Chile. Individuals are expected to work from the office 2 to 3 days a week. In-office perks are provided, such as lunch four times a week, a commuter stipend, and an abundance of snacks and beverages.
One of careerzynith's core values is Transparency. To live by that value, we've made the decision to disclose salary ranges in all of our job postings. 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 [careerzynith's compensation philosophy].
The salary range for this role is $47,000 to $59,000 in Denver, CO.
- *Equal Employment Opportunities at careerzynith:**
careerzynith 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. careerzynith 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 .
- *Apply Now:**
If you're passionate about delivering exceptional customer service and are looking for a challenging and rewarding role, apply now to become a Senior Customer Support Representative at careerzynith.
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