[Remote] Customer Success Advocate

Note: The job is a remote job and is open to candidates in USA. ClearStar, Inc. is a leader in background and medical screening technology, and they are seeking a Customer Success Advocate to serve as a primary point of contact for their retail clients. The role involves providing real-time support, training clients, and resolving issues through various communication channels while collaborating with internal teams to enhance the client experience.

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
• Provide input on platform features, documentation, and support resources to improve the overall client experience
• 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

Skills

• 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)
• 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

Benefits

• 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
• 2 additional days of paid time off for volunteer activities
• Performance-based incentive compensation
• Searching for Stars Employee Referral Program

Company Overview