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 * Our culture and values **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**.*