CS Manager

Clear Star, Inc. is a 30-year leader in background and medical screening technology and a seven-time Inc. 5000 honoree. The Client Service Manager serves as a trusted partner and advocate for our valued clients while leading and inspiring a team of Client Service Advocates and Team Leads to ensure seamless, high-quality service delivery.

This role sits at the heart of an industry where accuracy, compliance, and trust are paramount. The Client Service Manager drives team performance through coaching, clear objective-setting, and a relentless focus on the client experience — ensuring swift, effective solutions that exceed expectations at every interaction. The ideal candidate combines strong people leadership skills with a data-driven mindset and a genuine commitment to client success.

• 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