CS Manager

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 leadership are collaborative and productive

Qualifications

2–5 years of experience in a customer service management or supervisory role
2+ years of Level II client support or technical support experience with a commercial application
Demonstrated ability to lead, coach, and develop a team in a remote or distributed environment
Strong analytical and data-driven mindset; experience with Domo or comparable data visualization and performance tracking platforms
Proficiency in Microsoft Office Suite and experience with CRM and ticketing platforms (Salesforce, Zendesk, or equivalent)
Excellent written and verbal communication and interpersonal skills
Strong problem-solving skills with the ability to manage conflict and drive resolution effectively
Highly organized with strong time management skills and the ability to manage competing priorities independently
Proven ability to learn and apply new software tools and systems quickly with minimal supervision

Preferred Qualifications

Experience in background screening, HR technology, or a compliance-driven B2B client services environment
Familiarity with employment screening workflows, FCRA, or applicable compliance requirements

Remote Work Requirements

Reliable, secure high-speed internet connection; cable or fiber (minimum 75 Mbps download / 10 Mbps upload) preferred
Dedicated home office space that is noise- and distraction-free, with a strong wireless or wired Ethernet connection
Valid physical address (PO Boxes not supported)
Ability and desire to communicate and collaborate with team members via chat and webcam
H-1B Visa Sponsorship is not available for this role