[Hiring] Director, Client Services @ClearStar, Inc.

Role Description

• Own the client services delivery for ClearStar’s Background Screening and Drug/Occupational Health Screening service lines, ensuring delivery consistently meets turnaround-time, accuracy, and quality benchmarks.
• Establish and maintain service standards, escalation procedures, and support playbooks specific to background and drug screening, applied consistently across all team levels.
• Own the client services department’s staffing plan and shift/coverage scheduling for both phone and ticket support.
• Lead, hire, coach, and develop client services staff across all levels, including Tier 1 and Tier 2 support, team leads, and managers, setting performance standards and career development paths.
• Build a high-accountability, high-performance culture rooted in client focus, accuracy, and continuous improvement through repeatable and measurable KPIs.
• Ensure direct reports have clear goals, regular feedback, and meaningful development opportunities that are consistently shared, monitored, and measured.
• Oversee ticket queue management and SLAs within Zendesk, ensuring timely and accurate resolution and appropriate escalation paths across support tiers.
• Oversee phone support through the uJET contact center platform, monitoring call volume, wait times, and service levels.
• Serve as the senior escalation point for complex client issues related to background check or drug screening results, compliance questions, or SLA breaches.
• Manage relationships with strategic and key accounts across both service lines, including regular business reviews.
• Ensure escalations are resolved professionally and documented, with root cause analysis driving systemic improvement.
• Partner with Compliance and Legal to ensure client-facing processes and communications for background and drug screening align with FCRA and other applicable regulations.
• Act as the internal voice of the client, partnering with Operations to advocate for improvements to the client experience.
• Collaborate with Customer Success to ensure seamless transitions from onboarding through ongoing support, and partner with Product to surface systemic client pain points that inform the roadmap.
• Track and report client service KPIs, including ticket resolution times, call metrics, CSAT/NPS, order accuracy, and retention/churn, across both service lines.
• Analyze client feedback, ticket trends, and call data to identify systemic issues and drive process improvements and efficiency gains.
• Build and maintain reporting cadences that give leadership clear, timely visibility into service performance and client health.
• Document services and FAQs to support consistent, accurate client responses.

What Success Looks Like in 6 Months

• KPIs established and maintained consistently across both Background Screening and Drug/Occupational Health service lines.
• Zendesk tickets are resolved accurately and on time, with clear escalation paths functioning as designed.
• uJET phone coverage is well-staffed, with call metrics and service levels achieved and reported regularly.
• The client services team is well-led, clear on expectations, and operating with a high-accountability, client-first culture.
• Key account relationships are actively managed, with business reviews scheduled and escalations handled professionally.
• KPI reporting is running on a consistent cadence and informing decisions at the leadership level.

Qualifications

• 7+ years of progressive client services or customer service experience, including at least 3 years in a director-level or senior management role.
• Demonstrated experience managing support operations across both ticketing (Zendesk or equivalent) and contact center (uJET or equivalent) platforms.
• Proven ability to lead, develop, and hold accountable teams at multiple levels, from frontline support through team leads and managers.
• Strong analytical mindset with experience tracking and acting on service KPIs such as CSAT/NPS and retention.
• Experience managing key account relationships and serving as a senior escalation resource for complex client issues.
• Familiarity with FCRA and the compliance considerations applicable to background screening and drug testing client communications.
• Excellent written and verbal communication skills, including the ability to present clearly to senior leadership and engage credibly with strategic clients.
• Strong cross-functional collaboration skills, able to influence and align with Product, Operations, Compliance, and Customer Success without direct authority.

Preferred Qualifications

• Experience in background screening, drug screening, occupational health, or a closely adjacent compliance-driven services environment.
• Experience building or overhauling client service playbooks, escalation frameworks, and staffing/scheduling models.
• Familiarity with PBSA accreditation standards and their operational implications for client-facing teams.
• Bachelor’s degree in Business, Operations, or a related field, or equivalent experience.

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 $90,000 to $130,000 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 benefit package at our ClearStar benefits webpage.
• The position is eligible for the Searching for Stars Employee Referral Program.