Job description
Position Summary
ClearStar, Inc. is a 30-year leader in background and medical screening technology, and the client services function is where our clients experience ClearStar every day. The Director, Client Services owns the strategy, performance, and people of this function across both the Background Screening and Drug/Occupational Health Screening service lines, ensuring that every client interaction reflects the accuracy, speed, and professionalism our clients expect.
This is a senior operational and people leadership role with full accountability for support delivery across Zendesk ticket queues, uJET phone support, key account relationships, and the staffing and scheduling models that keep coverage consistent. The Director is the senior escalation point for complex client issues, the internal voice of the client, and the cross-functional partner who ensures compliance, product, operations, and customer success are aligned around a superior client experience.
ClearStar Background Screening
Our culture and values
Key Responsibilities
Strategy and Service Delivery Ownership
Own the client services delivery for ClearStar’s Background Screening and Drug/Occupational Health Screening service lines, ensuring delivery consistently meets turnaround-time, accuracy, and quality benchmarks
Establish and maintain service standards, escalation procedures, and support playbooks specific to background and drug screening, applied consistently across all team levels
Own the client services department’s staffing plan and shift/coverage scheduling for both phone and ticket support
Team Leadership and Development
Lead, hire, coach, and develop client services staff across all levels, including Tier 1 and Tier 2 support, team leads, and managers, setting performance standards and career development paths.
Build a high-accountability, high-performance culture rooted in client focus, accuracy, and continuous improvement through repeatable and measurable KPIs
Ensure direct reports have clear goals, regular feedback, and meaningful development opportunities that are consistently shared, monitored, and measured.
Platform Oversight: Zendesk and uJET
Oversee ticket queue management and SLAs within Zendesk, ensuring timely and accurate resolution and appropriate escalation paths across support tiers
Oversee phone support through the uJET contact center platform, monitoring call volume, wait times, and service levels
Escalation Management and Key Account Relationships
Serve as the senior escalation point for complex client issues related to background check or drug screening results, compliance questions, or SLA breaches
Manage relationships with strategic and key accounts across both service lines, including regular business reviews
Ensure escalations are resolved professionally and documented, with root cause analysis driving systemic improvement
Compliance and Cross-Functional Partnership
Partner with Compliance and Legal to ensure client-facing processes and communications for background and drug screening align with FCRA and other applicable regulations
Act as the internal voice of the client, partnering with Operations to advocate for improvements to the client experience
Collaborate with Customer Success to ensure seamless transitions from onboarding through ongoing support, and partner with Product to surface systemic client pain points that inform the roadmap
Analytics, Reporting, and Process Improvement
Track and report client service KPIs, including 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 drive process improvements and efficiency gains
Build and maintain reporting cadences that give leadership clear, timely visibility into service performance and client health
Document services and FAQs to support consistent, accurate client responses
What Success Looks Like in 6 Months
KPIs established and maintained, withconsistently across both Background Screening and Drug/Occupational Health service lines
Zendesk tickets are resolved accurately and on time, with clear escalation paths functioning as designed
uJET phone coverage is well-staffed, with call metrics and service levels achieved and reported regularly
The client services team is well-led, clear on expectations, and operating with a high-accountability, client-first culture
Key account relationships are actively managed, with business reviews scheduled and escalations handled professionally
KPI reporting is running on a consistent cadence and informing decisions at the leadership level
Qualifications
7+ years of progressive client services or customer service experience, including at least 3 years in a director-level or senior management role
Demonstrated experience managing support operations across both ticketing (Zendesk or equivalent) and contact center (uJET or equivalent) platforms
Proven ability to lead, develop, and hold accountable teams at multiple levels, from frontline support through team leads and managers
Strong analytical mindset with 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 the compliance considerations applicable to background screening and drug testing client communications
Excellent written and verbal communication skills, including the ability to present clearly to senior leadership and engage credibly with strategic clients
Strong cross-functional collaboration skills, able to influence and align with Product, Operations, Compliance, and Customer Success without direct authority
Preferred Qualifications
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
Remote Work Requirements
Reliable, secure high-speed internet connection; cable or fiber (minimum 75 Mbps download / 10 Mbps upload) preferred
Dedicated home office space that is noise- and distraction-free, with a strong wireless or wired Ethernet connection
Valid physical address (PO Boxes not supported)
Ability and desire to communicate and collaborate with team members via chat and webcam
H-1B Visa Sponsorship is not available for this role
The pay range for this position is $90,000 to $130,000 annually. Actual compensation will be determined based on experience, qualifications, and other job-related factors.
ClearStar, Inc. welcomes applications from candidates located in the following states: Alabama, California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Louisiana, Minnesota, Missouri, Montana, Nevada, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia.
ClearStar is an equal opportunity employer. This description reflects the general nature and level of work assigned to this role and is not a comprehensive inventory of all duties or qualifications.
Compensation & Benefits
Exciting and meaningful learning and development opportunities await at ClearStar! Join us on a journey of discovery and empowerment - where every opportunity is a steppingstone to success and growth. This position is also eligible for excellent benefits that include paid healthcare and life insurance premiums, low-cost dental and vision insurance, company-paid basic life insurance and a company-paid Short-Term Disability policy, employee assistance program, 401(k) matching up to 4%, time off, 9 company paid holidays, and 2 additional days of paid time off for volunteer activities.
Learn more about our benefit package at our ClearStar benefits webpage.
The position is eligible for the Searching for Stars Employee Referral Program.
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.