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 ● 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. What Success Looks Like in 6 Months ●Client cases are being resolved accurately a