Customer Support and Research (CSR)
Remote /
CSR /
Remote
/ Remote
About KarmaCheck:
KarmaCheck is a technology startup based out of San Francisco and founded by one of the pioneers of the internet industry, Eric Ly, who was a Co-founder and CTO at LinkedIn. We’re on a mission to bring truth to the internet by enabling digital identity verification in a new way. We’re starting by disrupting the antiquated Background Check industry, specifically focused on healthcare credentialing. We’ve built proprietary technology which uses automation, machine learning, and data to create efficient turnaround times and cost effective solutions across all kinds of background checks, which will ultimately power the digital identity use cases of tomorrow.
The CSR is responsible for back-of-the-house processing of background checks and communication of background check status, details, data, and more with both customers and candidates. The role is focused on providing g reat customer service in an accurate, timely and professional manner. The qualified candidate is a detail oriented, tech-savvy individual with top notch communication skills who is comfortable processing sensitive information, following complex rule sets of reportable/non-reportable results for multiple types of screenings/verifications for specific clients and can succinctly write and respond to inquiries via email, live chat or over the phone. The qualified candidate takes pride in their operational efficiency and looks for ways to streamline the process while maintaining the highest levels of accuracy. The candidate is a “whole-picture” thinker and does not lose that viewpoint when focused on a small detail or specific set of data. They actively ask questions and over-communicate rather than trying to solve a problem in a silo. Additionally the candidate is capable of troubleshooting in real time and thinking through the system as a whole. This is a 100% telecommute/remote position with the exception that there may be occasional travel for company/team meetings, training, and/or customer engagement. The CSR’s core responsibilities include:
- Processing screenings for background checks using in-house and third party vendors and technologies with screenings in categories such as identity, criminal, employment, education, licenses/certificates, occupational health, and more.
- Responding to customer and candidate inquiries in a polite, friendly, respectful, and professional tone with urgency and accuracy.
- Work directly with Customer Success, Product Management, and Engineering to solve problems and give feedback on process improvements.
- Special projects as requested by company management.
- Documenting processes and training new work colleagues as the team grows.
- The CSR is expected to participate in electronic communication channels on a constant basis as part of their daily work.
- Open to potential evening and/or weekend hours as necessary, particularly for any prioritized/escalated customer need.
Requirements:
- 2+ years work experience in a professional setting, preferable in the background check industry
- Strong aptitude with computers and technology
- Good writing skills, great communication, and comfortable communicating in a remote setting
- Detail and data oriented, good with numbers, self-motivated and driven
- Must be able to adjust to changing priorities as is common in a startup environment
- Associates or Bachelor’s degree preferred, but not required
Perks & Compensation
- Become a key team member on the ground floor of a startup set to disrupt the background check industry and innovate digital identity
- 100% remote work environment with only limited required travel
- Competitive benefits package including medical, dental, 401k, and EAP.
- Take the time to Check Yourself - we have an unlimited time off policy.
- The expected base compensation for this role is between $45,000 and $75,000 as a base pay for work performed in the United States. Starting pay for the successful applicant will depend on a variety of job-related factors, which may include experience level, transferrable skills, education, location, business needs, training, and market demands. This range may be modified in the future.