CS Manager

• Team Leadership and Development

• Lead, manage, and inspire a team of Client Service Advocates and Team Leads, driving peak performance across productivity, attendance, quality, and customer experience

• Conduct regular 1:1s with direct reports, setting clear objectives and delivering impactful coaching to elevate skills and maximize productivity

• Foster a continuous learning environment that builds client service knowledge, supports professional development, and improves team capability over time

• Motivate and develop team members through accountability, recognition, and consistent performance feedback

• Client Experience and Service Excellence

• Champion a customer-centric approach, ensuring every client interaction results in swift, effective resolution and a consistently positive experience

• Design, implement, and continuously improve client service policies, procedures, and standards, ensuring full team adoption and readiness

• Partner with cross-functional teams and leadership to proactively address client needs, enhance service offerings, and drive innovation in service delivery

• Performance Management and Reporting

• Track and measure Client Service KPIs including response time, customer satisfaction, and first-touch resolution

• Generate performance reports and create feedback loops that identify trends, surface improvement opportunities, and fuel ongoing service innovation

• Use data from Domo or comparable platforms to monitor team performance and inform operational decisions

• The team is consistently performing against KPIs — response time, CSAT, and first-touch resolution are trending in the right direction

• Direct reports are receiving regular 1:1s and coaching, with visible growth in skill and confidence

• Client escalations are handled efficiently and professionally, with clients feeling heard and well-supported

• Service policies and procedures are current, clearly communicated, and consistently applied by the team

• Cross-functional relationships with operations, account management, and leadership are collaborative and productive

• 2–5 years of experience in a customer service management or supervisory role

• 2+ years of Level II client support or technical support experience with a commercial application

• Demonstrated ability to lead, coach, and develop a team in a remote or distributed environment

• Strong analytical and data-driven mindset; experience with Domo or comparable data visualization and performance tracking platforms

• Proficiency in Microsoft Office Suite and experience with CRM and ticketing platforms (Salesforce, Zendesk, or equivalent)

• Excellent written and verbal communication and interpersonal skills

• Strong problem-solving skills with the ability to manage conflict and drive resolution effectively

• Highly organized with strong time management skills and the ability to manage competing priorities independently

• Proven ability to learn and apply new software tools and systems quickly with minimal supervision

• Experience in background screening, HR technology, or a compliance-driven B2B client services environment

• Familiarity with employment screening workflows, FCRA, or applicable compliance 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 $60,000 - $65,000 annually. Actual…