Director, Client Services

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.

• 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

• 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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

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.