Customer Success Advocate

ClearStar, Inc. is a 30-year leader in background and medical screening technology and a seven-time Inc. 5000 honoree. The Client Service Advocate serves as a primary point of contact for ClearStar’s retail clients, providing real-time support, training, and problem resolution across phone, email, and live chat.This role combines technical platform knowledge, client service expertise, and cross-functional collaboration to resolve cases efficiently and maintain a consistently positive client experience. The Client Service Advocate documents all activity in Zendesk, supports system testing and quality assurance, and contributes to internal process and knowledge-sharing initiatives.The ideal candidate is a self-starter with strong communication skills, excellent attention to detail, and a genuine commitment to delivering outstanding service in a fast-paced, remote-first environment. ClearStar Background Screening Our culture and values Key Responsibilities●Client Support and Case Management○Provide front-line support to clients via phone, email, and live chat, delivering timely and accurate guidance on ClearStar’s platforms including Aurora, ScreenMeNow, MIS Admin, and Gateway Tools.○Troubleshoot client issues, analyze service configurations, and deliver clear, actionable solutions.○Document all case activity from intake through resolution using Zendesk CRM with accuracy and consistency.○Manage multiple active priorities and cases independently while maintaining quality and follow-through.●Client Training and Technical Guidance○Support client training needs through virtual demos and screen-sharing sessions via MS Teams.○Explain technical concepts and platform functionality clearly and accessibly to clients with varying levels of technical fluency.○Provide input on platform features, documentation, and support resources to improve the overall client experience.●Cross-Functional Collaboration and Process Improvement○Collaborate with internal teams—including Technical Services, Records & Verification, Sales, Implementation, and Account Management—to resolve cases and ensure accurate client configurations.○Assist with order management tasks and supplier configuration updates as needed.○Participate in system testing and quality assurance activities for new features, platform updates, and configuration changes.○Contribute to internal process improvements and knowledge base development.Required Qualifications● Ability to work 11 am - 8 pm ET Monday - FridayAssociate’s degree or higher preferred; equivalent combination of education and experience considered.●1–2 years of client service, support, or helpdesk experience in a technology-driven environment.●Familiarity with CRM and ticketing systems; Zendesk experience preferred.●Proficiency with Microsoft Office Suite and web-based collaboration tools.●Strong written and verbal communication skills, including professional phone and virtual platform etiquette.●Demonstrated ability to manage multiple priorities and work independently with minimal direction.●High attention to detail and accuracy in documentation, case handling, and data entry.●Ability to explain technical concepts in a clear, user-friendly manner to non-technical audiences.●Reliable high-speed internet connection; cable or fiber preferred with a minimum of 75 Mbps download and 10 Mbps upload.●Dedicated home office space that is quiet, secure, and free of distractions during working hours.●Physical U.S. address required for equipment delivery (no PO boxes).Preferred Qualifications●Knowledge of the background screening industry, FCRA, and applicable compliance regulations.●Experience conducting virtual training sessions or product demonstrations.●Familiarity with ClearStar’s platform ecosystem including Aurora, ScreenMeNow, MIS Admin, and Gateway Tools.What Success Looks Like in 6 Months●Client cases are being resolved accurately and promptly across all support channels, with high-quality Zendesk documentation on every case.●Platform knowledge is strong and growing, with clients receiving confident, clear guidance on Aurora, ScreenMeNow, and related tools.●Cross-functional relationships with Technical Services, Records & Verification, and Account Management are productive and collaborative.●Virtual training sessions and demos are delivered professionally and effectively.●Process improvement contributions are visible—at least one knowledge base or workflow enhancement is underway.ClearStar, Inc. welcomes applications from candidates located in the following states: Alabama, California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Minnesota, Missouri, Montana, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, and Virginia.Compensation & BenefitsExciting 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. T