CS Manager

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.

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