Remote Director of Client Services: CX & Ops Leader

ClearStar, Inc.; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Healthcare

Life insurance

Dental & Vision

401(k) matching

Paid time off

Company holidays

Volunteer time off

Employee Referral Program

Job summary

ClearStar, Inc. is seeking a strategic Director, Client Services to lead the Background Screening and Drug/Occupational Health service lines.

You will own delivery performance, staffing, and escalation management while upholding compliance and client experience standards. You will partner with Compliance, Product, and Operations to drive improvements, manage key accounts, and align on the client journey from onboarding through ongoing support.

Qualifications

• 7+ years in progressive client services or similar, with at least 3 years in director-level roles.
• Experience managing support ops across ticketing and contact center platforms.
• Proven ability to lead multiple levels of staff and drive KPIs.
• Familiarity with FCRA and compliance considerations in background screening.
• Excellent written and verbal communication with senior stakeholders.

Responsibilities

• Own client services delivery for Background and Drug/Occupational Health screening, ensuring turnaround, accuracy, and quality.
• Establish service standards, escalation procedures, and playbooks across background and drug screening.
• Own staffing plan and shift/coverage scheduling for phone and ticket support.
• Lead, hire, coach, and develop client services staff at all levels.
• Oversee Zendesk ticket queue management and SLAs; monitor uJET phone support.
• Manage senior escalations and key account relationships with regular business reviews.
• Partner with Compliance, Legal, Operations, Product, and Customer Success for alignment.
• Track and report KPIs, drive process improvements, and document FAQs.

Skills

Client services leadership

Staff development

KPIs tracking

Cross-functional collaboration

Escalation management

Education

Bachelor’s degree in Business/Operations

Tools

Zendesk

uJET

Job description

ClearStar, Inc. is seeking a strategic Director, Client Services to lead the Background Screening and Drug/Occupational Health service lines.

You will own delivery performance, staffing, and escalation management while upholding compliance and client experience standards. You will partner with Compliance, Product, and Operations to drive improvements, manage key accounts, and align on the client journey from onboarding through ongoing support.