Customer Success Advocate

ClearStar, Inc.

4d • $35,000 - $38,000 • Remote

About The Position

ClearStar, Inc. is seeking a Customer Success Advocate to provide front-line support to clients via phone, email, and live chat. This role involves troubleshooting client issues, delivering guidance on ClearStar’s platforms, and documenting case activity. The advocate will also support client training needs through virtual demos and screen-sharing sessions, explain technical concepts clearly, and collaborate with internal teams to resolve cases and improve processes. The position requires a dedicated home office space with reliable high-speed internet and a physical U.S. address for equipment delivery.

Requirements

• Associate’s degree or higher preferred; equivalent combination of education and experience considered.
• 1–2 years of client service, support, or helpdesk experience in a technology-driven environment.
• Familiarity with CRM and ticketing systems; Zendesk experience preferred.
• Proficiency with Microsoft Office Suite and web-based collaboration tools.
• Strong written and verbal communication skills, including professional phone and virtual platform etiquette.
• Demonstrated ability to manage multiple priorities and work independently with minimal direction.
• High attention to detail and accuracy in documentation, case handling, and data entry.
• Ability to explain technical concepts in a clear, user-friendly manner to non-technical audiences.
• Reliable high-speed internet connection; cable or fiber preferred with a minimum of 75 Mbps download and 10 Mbps upload.
• Dedicated home office space that is quiet, secure, and free of distractions during working hours.
• Physical U.S. address required for equipment delivery (no PO boxes).

Nice To Haves

• Knowledge of the background screening industry, FCRA, and applicable compliance regulations.
• Experience conducting virtual training sessions or product demonstrations.
• Familiarity with ClearStar’s platform ecosystem including Aurora, ScreenMeNow, MIS Admin, and Gateway Tools.

Responsibilities

• Provide front-line support to clients via phone, email, and live chat, delivering timely and accurate guidance on ClearStar’s platforms including Aurora, ScreenMeNow, MIS Admin, and Gateway Tools.
• Troubleshoot client issues, analyze service configurations, and deliver clear, actionable solutions.
• Document all case activity from intake through resolution using Zendesk CRM with accuracy and consistency.
• Manage multiple active priorities and cases independently while maintaining quality and follow-through.
• Support client training needs through virtual demos and screen-sharing sessions via MS Teams.
• Explain technical concepts and platform functionality clearly and accessibly to clients with varying levels of technical fluency.
• Provide input on platform features, documentation, and support resources to improve the overall client experience.
• Collaborate with internal teams—including Technical Services, Records & Verification, Sales, Implementation, and Account Management—to resolve cases and ensure accurate client configurations.
• Assist with order management tasks and supplier configuration updates as needed.
• Participate in system testing and quality assurance activities for new features, platform updates, and configuration changes.
• Contribute to internal process improvements and knowledge base development.

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
• Searching for Stars Employee Referral Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree