Director, Client Services

ClearStar, Inc.

5d•$90,000 - $130,000•Remote

About The Position

The Director, Client Services owns service delivery for ClearStar’s Background Screening and Drug/Occupational Health Screening service lines. The role establishes service standards, escalation procedures, support playbooks, staffing plans, and coverage schedules for phone and ticket support, with responsibility for meeting turnaround-time, accuracy, and quality benchmarks. The Director leads, hires, coaches, and develops client services staff across frontline support, team leads, and managers. They set performance standards and career development paths, establish measurable KPIs, and build a high-accountability, client-focused culture. The position oversees Zendesk ticket queues and SLAs as well as phone support through the uJET contact center platform. As the senior escalation point, the Director manages complex client issues, strategic account relationships, and regular business reviews. The role partners with Compliance and Legal on client-facing processes and communications related to FCRA and other applicable regulations, and collaborates with Operations, Customer Success, and Product to improve the client experience and inform product priorities. The Director tracks and reports service KPIs, including ticket resolution times, call metrics, CSAT/NPS, order accuracy, and retention/churn. They analyze feedback and service data to identify systemic issues, drive process improvements, maintain leadership reporting cadences, and document services and FAQs. This is a remote role with stated home-office and internet requirements. The position is eligible for the Searching for Stars Employee Referral Program. H-1B visa sponsorship is not available.

Requirements

At least 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, or equivalents.
Demonstrated ability to lead, develop, and hold accountable teams at multiple levels, from frontline support through team leads and managers.
Strong analytical skills and 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, including presenting to senior leadership and engaging with strategic clients.
Strong cross-functional collaboration skills and ability to influence and align with Product, Operations, Compliance, and Customer Success without direct authority.
Reliable, secure high-speed internet; cable or fiber is preferred, with a minimum of 75 Mbps download and 10 Mbps upload preferred.
Dedicated, noise- and distraction-free home office space with a strong wireless or wired Ethernet connection.
Valid physical address; PO Boxes are not supported.
Ability and desire to communicate and collaborate with team members via chat and webcam.

Nice To Haves

Experience in background screening, drug screening, occupational health, or a closely adjacent compliance-driven services environment.
Experience building or overhauling client service playbooks, escalation frameworks, and staffing/scheduling models.
Familiarity with PBSA accreditation standards and their operational implications for client-facing teams.
Bachelor’s degree in Business, Operations, or a related field, or equivalent experience.

Responsibilities

Own client services delivery for Background Screening and Drug/Occupational Health Screening, meeting turnaround-time, accuracy, and quality benchmarks.
Establish and maintain service standards, escalation procedures, and support playbooks across team levels.
Own staffing plans and shift/coverage scheduling for phone and ticket support.
Lead, hire, coach, and develop staff across Tier 1 and Tier 2 support, team leads, and managers; set performance standards and career development paths.
Build a high-accountability, high-performance culture focused on client service, accuracy, and continuous improvement through measurable KPIs.
Ensure direct reports have clear goals, regular feedback, and development opportunities that are monitored and measured.
Oversee Zendesk ticket queue management and SLAs, ensuring timely, accurate resolution and appropriate escalations.
Oversee uJET phone support, monitoring call volume, wait times, and service levels.
Serve as the senior escalation point for complex screening results, compliance questions, and SLA breaches.
Manage strategic and key account relationships across both service lines, including regular business reviews.
Ensure escalations are resolved professionally and documented, and use root cause analysis to drive systemic improvements.
Partner with Compliance and Legal to align client-facing processes and communications with FCRA and other applicable regulations.
Represent the client internally and partner with Operations to advocate for client-experience improvements.
Collaborate with Customer Success on transitions from onboarding through ongoing support, and with Product to surface client pain points for the roadmap.
Track and report ticket resolution times, call metrics, CSAT/NPS, order accuracy, and retention/churn across both service lines.
Analyze client feedback, ticket trends, and call data to identify systemic issues and improve processes and efficiency.
Build and maintain reporting cadences that provide leadership visibility into service performance and client health.
Document services and FAQs to support consistent, accurate client responses.