Director, Client Services

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🔥 0 minutes ago

🏈 Alabama, California, +17 more states – Remote

🏈 Alabama – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🐎 Kentucky – Remote ⚜️ Louisiana – Remote 🦬 Montana – Remote 🎰 Nevada – Remote 🏖️ New Jersey – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

💵 $90k - $130k / year

⏰ Full Time

🔴 Lead

📁 Client Services

👻 Ghost score 0%

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Clear Star

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

💼 Consulting

🏛️ Government

👥 HR Tech

Consulting • Government • HR Tech

Clear Star is a consultancy that focuses on helping government organizations adopt new operational models and enhance their organizational effectiveness. The company specializes in addressing challenges related to leadership culture, high-performance team formation, and overall operational transformation. Clear Star aims to foster self-sufficiency within organizations through a diverse range of tools, including coaching, workshops, and agile methodologies, ensuring that their clients can navigate and thrive in a rapidly changing environment.

📋 Description

• Own client services delivery for ClearStar’s Background Screening and Drug/Occupational Health Screening service lines • Ensure service delivery meets turnaround-time, accuracy, and quality benchmarks • Establish service standards, escalation procedures, and support playbooks • Own staffing plans and shift/coverage scheduling for phone and ticket support • Lead, hire, coach, and develop Tier 1 and Tier 2 support staff, team leads, and managers • Establish performance standards, career development paths, KPIs, and a high-accountability client-focused culture • Oversee Zendesk ticket queue management, SLAs, resolution quality, and escalations • Oversee uJET phone support, including call volume, wait times, and service levels • Serve as senior escalation point for complex client issues, compliance questions, and SLA breaches • Manage strategic and key account relationships and conduct regular business reviews • Ensure escalations are resolved professionally and documented, with root cause analysis driving improvement • Partner with Compliance and Legal regarding FCRA and other applicable regulations • Advocate for client experience improvements with Operations • Collaborate with Customer Success on onboarding and ongoing support transitions • Partner with Product to surface systemic client pain points for roadmap decisions • Track and report KPIs including ticket resolution times, call metrics, CSAT/NPS, order accuracy, and retention/churn • Analyze client feedback, ticket trends, and call data to drive process improvements and efficiency gains • Maintain reporting cadences for service performance and client health • Document services and FAQs for consistent, accurate client responses

🎯 Requirements

• 7+ years of progressive client services or customer service experience • At least 3 years in a director-level or senior management role • Experience managing support operations across ticketing platforms such as Zendesk and contact center platforms such as uJET • Ability to lead, develop, and hold accountable teams at multiple levels • 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 compliance considerations applicable to background screening and drug testing client communications • Excellent written and verbal communication skills • Strong cross-functional collaboration skills • Experience in background screening, drug screening, occupational health, or a closely adjacent compliance-driven services environment preferred • Experience building or overhauling client service playbooks, escalation frameworks, and staffing/scheduling models preferred • Familiarity with PBSA accreditation standards preferred • Bachelor’s degree in Business, Operations, or a related field, or equivalent experience • Reliable, secure high-speed internet connection; cable or fiber, with minimum 75 Mbps download / 10 Mbps upload preferred • Dedicated, noise- and distraction-free home office space • Valid physical address; PO Boxes not supported • Ability and desire to communicate and collaborate via chat and webcam • H-1B Visa Sponsorship is not available • Candidate must be located in one of the listed eligible U.S. states

🏖️ Benefits

• Paid healthcare and life insurance premiums • Low-cost dental and vision insurance • Company-paid basic life insurance • Company-paid Short-Term Disability policy • Employee assistance program • 401(k) matching up to 4% • Time off • 9 company paid holidays • 2 additional days of paid time off for volunteer activities • Learning and development opportunities • Employee Referral Program eligibility

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