Customer Success Associate

LM Wind Power / GE; Occidental (CA); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Competitive Salary Package

Hybrid work set up

HMO Benefits

Mental health consultation

Job summary

First Advantage is a leading background screening solutions provider, delivering compliant, timely services to Fortune 100 and Global 500 brands. The Customer Success Associate acts as the primary liaison for candidates and customers, handling data entry, case reviews, and continuous service improvements.

You will support background checks, align with customer requirements, communicate proactively, and ensure timely delivery while maintaining high service standards across extended service scopes.

Qualifications

• Experience in customer success, client services, or account management within a corporate environment.
• Proven ability to meet targets and SLAs in a fast-paced setting.
• Strong English communication, both written and verbal.

Responsibilities

• Handle end-to-end background screening related queries and tasks.
• Manage day-to-day customer interactions with timely, accurate support.
• Monitor cases to ensure timely delivery within SLAs and quality standards.
• Escalate issues and communicate status to customers and internal teams.

Skills

Customer success

Account management

SLA targets

Clear communication

CRM software (Salesforce)

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Salesforce

Job description

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.About First AdvantageFirst Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.What You'll DoA successful Customer Success Associate will act as a primary point of contact for extended service delivery requirements and queries from candidates and customers. This role will be responsible for end-to-end background check processing, customer requirement alignment, candidate communication, document collection, and system update. This role serves as a key liaison between customers and candidates to ensure accurate, compliant, and timely service delivery. Experienced in working targets and adhering to service level agreements.Responsibilities:Perform assigned daily tasks related to customer’s scope of extended services, such as but not limited to system data entry tasks, reviewing and processing of candidate cases and checks; corresponding with customers and/or candidatesManage day-to-day customer interactions, responding to inquiries, and providing timely support to ensure a positive customer experience.Monitor and oversee background screening cases to ensure delivery in accordance with the defined scope of work and Service Level Agreements (SLAs).Provide timely and actionable feedback to relevant internal stakeholders, including Operational Leads and Customer Success Analysts, to drive continuous service improvement and customer success.Receive and fully understand customer background screening requirementsAct as the first point of escalation for customer concerns at the case and check level, ensuring issues are addressed promptly and effectivelyMaintain proactive communication with customers regarding potential service delays, setting expectations in advance, and providing regular updates on resolution plans and timelines.Track ongoing cases, follow up on pending items, and ensure all cases are completed within agreed turnaround times.Identify service risks and process improvement opportunities, escalating concerns where necessary to support operational excellence and customer satisfaction.Any other duties and tasks related to customer scope of workWhat You Will Need to be Successful:1-3 years of experience in customer success, client services, account management, service delivery, or other client-facing roles within a corporate environment required.Experience meeting targets, following SLAs, and achieving results in a similar role is required.Bachelor’s Degree and above or equivalent work experienceStrong communication skills in English (verbal and written)Able to build strong relationships at all levels of the organizationStrong analytical and interpersonal skills (analysis, ability to understand customers’ needs and concerns and presentation)Good business acumen on company’s operations & servicesAble to plan, organize and prioritize a high level of workMust have strong problem-solving and follow-through skills and be able to work independently and interact with colleagues in the organization.Positive attitude and ability to work under pressure and attend to priorities and timelines.Proficiency in working in a Microsoft Office environment, including Excel, PowerPoint and Word, and Salesforce or any CRM software used.What You May Need to be Successful:Experience in client accounts or serving as a primary point of contact for customers or business stakeholders.Experience in supporting customer retention, renewals, account growth, or relationship management activities.Experience in cooordinating contractual, policy, service agreement, onboarding, or account-related documentation.Working in a metrics-driven environment with responsibility for meeting service level agreements (SLAs), customer satisfaction goals, or operational targets.Collaborating across multiple teams to address customer needs and ensure successful service delivery.Why Join Us at First Advantage?At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.Employee Impact GroupsFA Cares volunteer opportunitiesMentorship Advantage ProgramSOAR, award-winning manager development programAdditional benefits offered include:Competitive Salary PackageHMO BenefitsFree mental health consultationHybrid work set upPlease note that a valid NBI clearance is required for this role. Candidates must ensure that it is available as soon as possible to avoid delays in the hiring process.What Are You Waiting For? Apply Today!You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!We have great people here and are looking for more. Come join us!Follow us:FacebookInstagramLinkedInXYouTubeEqual Employment Opportunities at First AdvantageFirst Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.