Director, Client Services
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Job Description
Director leading client services for ClearStar’s background and medical screening technology. Overseeing support operations, key accounts, compliance, staffing, and service performance.
Responsibilities:
- 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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