Director, Client Services

📋 Description

• Lead client services operations across Background Screening and Drug/Occupational Health Screening
• Define and maintain service standards, escalation procedures, and support playbooks tailored to
• Own departmental staffing plans, shift schedules, and coverage models for phone and ticket-based
• Recruit, lead, coach, and develop teams across all levels, including Tier 1 and Tier 2 support
• Establish measurable performance expectations, KPIs, career development paths, and regular feedback
• Oversee Zendesk ticket queues and service-level agreements, ensuring timely resolutions and

🎯 Requirements

• At least 7 years of progressive experience in client services or customer service, including 3 or
• Demonstrated experience managing support operations across ticketing platforms such as Zendesk and
• Proven ability to lead, develop, and hold teams accountable at multiple organizational levels, from
• Strong analytical capabilities and experience monitoring and improving service KPIs, including
• Experience managing strategic client accounts and serving as a senior escalation point for complex
• Familiarity with FCRA requirements and the compliance considerations involved in background

🎁 Benefits

• Annual salary: $90,000–$130,000, depending on experience, qualifications, and other job-related
• Paid healthcare insurance premiums.
• Low-cost dental and vision insurance.
• Company-paid basic life insurance and short-term disability coverage.
• Employee assistance program.
• 401(k) retirement plan with company matching contributions of up to 4%.