CS Manager

ClearStar, Inc. is a 30-year leader in background and medical screening technology and a seven-time Inc. 5000 honoree. The Client Service Manager serves as a trusted partner and advocate for our valued clients while leading and inspiring a team of Client Service Advocates and Team Leads to ensure seamless, high-quality service delivery.

This role sits at the heart of an industry where accuracy, compliance, and trust are paramount. The Client Service Manager drives team performance through coaching, clear objective-setting, and a relentless focus on the client experience — ensuring swift, effective solutions that exceed expectations at every interaction. The ideal candidate combines strong people leadership skills with a data-driven mindset and a genuine commitment to client success.

• [ClearStar Background Screening](https://www.clearstar.net/resources/clearstar-background-screening/)
• [Our culture and values](https://www.clearstar.net/about-us/)

**Key Responsibilities**

• **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

_**What Success Looks Like in 6 Months**_

• The team is consistently performing against KPIs — response time, CSAT, and first-touch resolution are trending in the right direction

• Direct reports are receiving regular 1:1s and coaching, with visible growth in skill and confidence

• Client escalations are handled efficiently and professionally, with clients feeling heard and well-supported

• Service policies and procedures are current, clearly communicated, and consistently applied by the team

• Cross-functional relationships with operations, account management, and leadership are collaborative and productive

**Qualifications**

• 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

**Preferred Qualifications**

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

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

**Remote Work 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

__The pay range for this position is $60,000 - $65,000 annually. Actual compensation will be determined based on experience, qualifications, and other job-related factors.__

__ClearStar, Inc. welcomes applications from candidates located in the following states: Alabama, California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Minnesota, Missouri, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia.__

__ClearStar is an equal opportunity employer. This description reflects the general nature and level of work assigned to this role and is not a comprehensive inventory of all duties or qualifications.__

**Compensation & Benefits**

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.**](https://www.clearstar.net/clearstar-benefits/)

__The position is eligible for the__ __Searching for Stars Employee Referral Program__ __.__