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.

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