Customer Success Advocate

Key Responsibilities

• 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.
• 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.
• 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 - Friday
• Associate’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.