CS Manager

• →Team Leadership and Development

• →Lead, manage, and inspire a team of Client Service Advocates and Team Leads, driving peak performance across productivity, attendance, quality, and customer experience

• →Conduct regular 1:1s with direct reports, setting clear objectives and delivering impactful coaching to elevate skills and maximize productivity

• →Foster a continuous learning environment that builds client service knowledge, supports professional development, and improves team capability over time

• →Motivate and develop team members through accountability, recognition, and consistent performance feedback

• →Client Experience and Service Excellence

• →Champion a customer-centric approach, ensuring every client interaction results in swift, effective resolution and a consistently positive experience

• →Design, implement, and continuously improve client service policies, procedures, and standards, ensuring full team adoption and readiness

• →Partner with cross-functional teams and leadership to proactively address client needs, enhance service offerings, and drive innovation in service delivery

• →Performance Management and Reporting

• →Track and measure Client Service KPIs including response time, customer satisfaction, and first-touch resolution

• →Generate performance reports and create feedback loops that identify trends, surface improvement opportunities, and fuel ongoing service innovation

• →Use data from Domo or comparable platforms to monitor team performance and inform operational decisions

• 2–5 years of experience in a customer service management or supervisory role

• 2+ years of Level II client support or technical support experience with a commercial application

• Demonstrated ability to lead, coach, and develop a team in a remote or distributed environment

• Strong analytical and data-driven mindset; experience with Domo or comparable data visualization and performance tracking platforms

• Proficiency in Microsoft Office Suite and experience with CRM and ticketing platforms (Salesforce, Zendesk, or equivalent)

• Excellent written and verbal communication and interpersonal skills

• Strong problem-solving skills with the ability to manage conflict and drive resolution effectively

• Highly organized with strong time management skills and the ability to manage competing priorities independently

• Proven ability to learn and apply new software tools and systems quickly with minimal supervision

• Experience in background screening, HR technology, or a compliance-driven B2B client services environment

• Familiarity with employment screening workflows, FCRA, or applicable compliance requirements

• Reliable, secure high-speed internet connection; cable or fiber (minimum 75 Mbps download / 10 Mbps upload) preferred

• Dedicated home office space that is noise- and distraction-free, with a strong wireless or wired Ethernet connection

• Valid physical address (PO Boxes not supported)

• Ability and desire to communicate and collaborate with team members via chat and webcam

• H-1B Visa Sponsorship is not available for this role

Exciting and meaningful learning and development opportunities await at ClearStar! Join us on a journey of discovery and empowerment - where every opportunity is a steppingstone to success and growth. This position is also eligible for excellent benefits that include paid healthcare and life insurance premiums, low-cost dental and vision insurance, company-paid basic life insurance and a company-paid Short-Term Disability policy, employee assistance program, 401(k) matching up to 4%, time off, 9 company paid holidays, and 2 additional days of paid time off for volunteer activities. 

Learn more about our benefits at ClearStar Benefits.

The position is eligible for the Searching for Stars Employee Referral Program.