Remote Director, Client Services & Experience

ClearStar; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Paid healthcare

Life insurance

Dental and vision insurance

Short-Term Disability

Employee assistance program

401(k) matching

Holidays

Volunteer time off

Job summary

ClearStar, Inc. seeks a Director of Client Services to own strategy, performance, and people across Background and Drug/Occupational Health screening services.

You will lead ticket and call operations, drive KPIs, and manage senior client relationships in a fast-paced, compliance-driven environment. The role demands a dynamic leader who can partner with Compliance, Product, and Operations to deliver exceptional client experiences while building scalable, resilient processes.

Qualifications

• 7+ years in client services, including at least 3 years in director-level or senior management.
• Experience managing support ops across Zendesk and uJET platforms.
• Proven ability to lead, develop, and hold accountable teams at multiple levels.
• Strong analytics with CSAT/NPS and retention focus.
• Experience managing key accounts and serving as a senior escalation resource.
• Familiarity with FCRA and compliance considerations for background/drug screening communications.
• Excellent written and verbal communication for senior leadership and strategic clients.
• Strong cross-functional collaboration with Product, Operations, Compliance, and Customer Success.

Responsibilities

• Own client services delivery across Background Screening and Drug/Occupational Health lines, meeting turnaround-time, accuracy, and quality benchmarks.
• Establish service standards, escalation procedures, and playbooks across screening domains.
• Own staffing and shift/coverage scheduling for phone and ticket support.
• Lead, hire, coach, and develop staff at all levels, setting performance standards and career paths.
• Maintain high accountability culture focused on client experience and KPIs.
• Oversee Zendesk ticket queues and SLAs and uJET call coverage and service levels.
• Serve as senior escalation point for complex issues and manage key accounts with regular reviews.
• Partner with Compliance, Legal, Operations, Product, and Customer Success to align processes.
• Track and report KPIs, analyze feedback and trends, and drive process improvements.

Skills

Leadership

Customer service management

KPIs & CSAT/NPS

Cross-functional collaboration

Communication

Strategic planning

Staff development

Education

Bachelor's degree in Business/related field

Bachelor’s degree in Business, Operations or related field

Tools

Zendesk

uJET

Job description

ClearStar, Inc. seeks a Director of Client Services to own strategy, performance, and people across Background and Drug/Occupational Health screening services.

You will lead ticket and call operations, drive KPIs, and manage senior client relationships in a fast-paced, compliance-driven environment. The role demands a dynamic leader who can partner with Compliance, Product, and Operations to deliver exceptional client experiences while building scalable, resilient processes.