[Hiring] CS Manager @ClearStar, Inc.

Role Description

• 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.

Compensation & Benefits

• 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.
• Exciting and meaningful learning and development opportunities await at ClearStar!
• 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.