CS Manager

Rippling, Inc.; United States; Remote; USD 60,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Dental plan

Vision plan

Short-Term Disability

401(k) with match

Paid time off

9 holidays

Job summary

ClearStar, Inc. is seeking a Client Service Manager to lead a team of Client Service Advocates and Team Leads, driving performance, coaching, and a superior client experience.

The role emphasizes data-driven decision-making and cross-functional collaboration to enhance service delivery. Ideal candidates combine strong leadership with a passion for client success, and have experience coaching remote teams using KPIs to drive improvements.

Qualifications

• Requires leadership experience in a customer service environment.
• Experience coaching 1:1s and teams for performance.
• Data-driven mindset with ability to interpret KPIs.
• Strong written and verbal communication skills.
• Experience with remote or distributed teams.
• Familiarity with Domo or similar analytics platforms.

Responsibilities

• Lead and inspire a team of Client Service Advocates and Team Leads.
• Conduct regular 1:1s and set clear objectives for coaching.
• Foster continuous learning to improve client service knowledge.
• Motivate team through accountability and feedback.
• Champion customer-centric service across interactions.
• Design and improve client service policies and standards.
• Collaborate with cross-functional teams to address client needs.
• Track and report on CS KPIs and performance data.
• Use data to inform operational decisions.

Skills

Leadership

Coaching

Data-driven

Communication

Remote work

Domo knowledge

Education

Bachelor's degree or equivalent

Tools

Domo

Salesforce

Zendesk

Job description

ClearStar, 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

What Success Looks Like in 6 Months

• 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 confidenceClient 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

Qualifications

• 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

Preferred Qualifications

• Experience in background screening, HR technology, or a compliance-driven B2B client services environment
• Familiarity with employment screening workflows, FCRA, or applicable compliance requirements

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 $60,000 - $65,000 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, New York, 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.

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.

The position is eligible for the Searching for StarsEmployee Referral Program.