CS Manager

About the role

This organization specializes in client service within a compliance-driven B2B environment, particularly focusing on background screening and HR technology. It addresses challenges related to maintaining high standards of customer experience and operational compliance. By providing comprehensive client support and innovative service delivery, the program serves a wide geographic area across multiple states and aims to enhance service quality through continuous improvement and data-driven management. The CS MANAGER role leads and develops a team to achieve excellence in client service. This position is responsible for driving team performance, ensuring effective client issue resolution, and fostering a customer-centric culture. The manager's impact is seen in improved client satisfaction, streamlined service processes, and productive cross-functional collaboration, contributing to the organization's overall service quality and reputation.

Responsibilities

• Lead, manage, and inspire a team of Client Service Advocates and Team Leads
• Conduct regular one-on-one coaching and set clear performance objectives
• Foster professional development and continuous learning
• Champion customer-centric service delivery and swift issue resolution
• Design and maintain client service policies and procedures
• Collaborate with cross-functional teams to enhance client service offerings
• Track and analyze client service KPIs such as response time and customer satisfaction
• Generate performance reports and identify improvement opportunities using data platforms

Requirements

• 2–5 years in customer service management or supervision
• 2+ years of Level II client or technical support experience
• Experience leading remote or distributed teams
• Proficiency with data visualization tools (e.g., Domo) and CRM/ticketing platforms (e.g., Salesforce, Zendesk)
• Strong communication, interpersonal, and problem-solving skills
• Ability to manage priorities independently and learn new systems quickly
• Preferred: experience in background screening, HR technology, or compliance-driven client services
• Preferred: knowledge of employment screening workflows and relevant compliance requirements
• Reliable high-speed internet and dedicated home office space
• Valid physical address (excluding PO Boxes)
• Ability to engage via chat and webcam
• H-1B Visa sponsorship is not available for this role

Pay

The pay range for this position is $60,000 - $65,000 annually. Actual compensation will be determined based on experience, qualifications, and other job-related factors.

Benefits

• Paid healthcare and life insurance premiums
• Low-cost dental and vision insurance
• Company-paid basic life insurance and Short-Term Disability policy
• Employee assistance program
• 401(k) matching up to 4%
• Paid time off including 9 company holidays and 2 paid volunteer days