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 ● 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. 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 & Benefits Exciting 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. This position is also eligible for excellent benefits that include paid healthcare and life insurance premiums, low-cost dental and vision insurance, company-paid basic life insurance and a company-paid Short-Term Disability policy, employee assistance program, 401(k) matching up to 4%, time off, 9 company paid holidays, and 2 additional days of paid time off for volunteer activities. Compensation The base salary range for this position is $35,000–$38,000 annually, depending on experience, skills, and qualifications. This role may also be eligible for performance-based incentive compensation. ClearStar is committed to pay equity and transparency. Actual compensation will be determined based on the candidate’s experience, skills, and qualifications in relation to the requirements of the role. ClearStar is an equal opportunity employer. This description reflects the general nature and level of work assigned to this role and is not a comprehensive inventory of all duties or qualifications. The position is eligible for the Searching for Stars Employee Referral Program .