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

Pay and 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.

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.

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.

• About Company ---

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