CS Manager

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. * ClearStar Background Screening * Our culture and values **Key Responsibilities** * **Team Leadership and Development** * 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 confidence * Client 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