Director, Client Services

This is a fully remote position, open to applicants in Alabama, +18 more states.

📋 Description

• Take ownership of client services delivery for ClearStar’s Background Screening and Drug/Occupational Health Screening divisions.

• Ensure that service delivery adheres to turnaround time, accuracy, and quality standards.

• Develop and implement service standards, escalation protocols, and support playbooks.

• Manage staffing plans and shift/coverage scheduling for phone and ticket support.

• Lead, recruit, mentor, and develop Tier 1 and Tier 2 support personnel, team leaders, and managers.

• Set performance expectations, career development pathways, KPIs, and foster a high-accountability, client-centric culture.

• Oversee management of the Zendesk ticket queue, SLAs, resolution quality, and escalations.

• Supervise uJET phone support, monitoring call volume, wait times, and service levels.

• Act as the senior escalation point for intricate client issues, compliance inquiries, and SLA violations.

• Manage strategic and key account relationships while conducting regular business assessments.

• Ensure that escalations are resolved professionally, documented properly, and that root cause analysis is utilized for improvements.

• Collaborate with Compliance and Legal teams regarding FCRA and other relevant regulations.

• Advocate for enhancements to the client experience by working with Operations.

• Work closely with Customer Success on onboarding and transitioning ongoing support.

• Partner with Product to identify systemic client pain points for roadmap decision-making.

• Monitor and report on KPIs, including ticket resolution times, call metrics, CSAT/NPS, order accuracy, and retention/churn.

• Analyze client feedback, ticket patterns, and call data to enhance processes and improve efficiency.

• Maintain consistent reporting cadences for service performance and client health.

• Document services and FAQs to ensure consistent and accurate client responses.

⛳️ Requirements

• A minimum of 7 years of progressively responsible client services or customer service experience.

• At least 3 years of experience in a director-level or senior management capacity.

• Proven experience managing support operations across ticketing platforms like Zendesk and contact center solutions such as uJET.

• Capability to lead, develop, and hold accountable diverse teams.

• Experience in tracking and responding to service KPIs such as CSAT/NPS and retention rates.

• Proven ability to manage key account relationships and act as a senior escalation resource for complex client matters.

• Knowledge of FCRA and compliance considerations relevant to background screening and drug testing communications.

• Exceptional written and verbal communication skills.

• Strong skills in cross-functional collaboration.

• Experience in background screening, drug screening, occupational health, or similar compliance-focused service environments is preferred.

• Familiarity with creating or revamping client service playbooks, escalation frameworks, and staffing/scheduling models is preferred.

• Knowledge of PBSA accreditation standards is a plus.

• A Bachelor’s degree in Business, Operations, or a related field, or equivalent experience is required.

• A reliable and secure high-speed internet connection; cable or fiber, with a minimum of 75 Mbps download / 10 Mbps upload is preferred.

• A dedicated, distraction-free home office environment is required.

• A valid physical address is necessary; PO Boxes are not acceptable.

• Capability and willingness to communicate and collaborate via chat and webcam are essential.

• H-1B Visa Sponsorship is not available.

• Candidates must reside in one of the listed eligible U.S. states.

🏝️ Benefits

• Paid healthcare and life insurance premiums.

• Affordable dental and vision insurance options.

• Company-funded basic life insurance.

• Company-funded Short-Term Disability policy.

• Access to an Employee Assistance Program.

• 401(k) matching up to 4%.

• Generous time off policies.

• 9 company-paid holidays.

• 2 additional days of paid time off for volunteer activities.

• Opportunities for learning and development.

• Eligibility for the Employee Referral Program.