[Remote] Customer Service Advocate

Note: The job is a remote job and is open to candidates in USA. ClearStar, Inc. is a company that provides innovative technology solutions for employment intelligence through background and medical screening. As a Customer Service Advocate, you will support Retail clients by being the first point of contact for users needing assistance with background screening platforms, ensuring smooth client operations and user satisfaction.

Responsibilities

• Provide front-line support to clients via phone, email, and live chat across various ClearStar platforms (Aurora, ScreenMeNow, MIS Admin, Gateway Tools)
• Troubleshoot technical and service-related issues and deliver accurate, user-friendly solutions
• Conduct client training and screen-share demonstrations as needed
• Collaborate with cross-functional teams (Technical Services, Records & Verification, Sales, Implementation, and Account Management) to resolve client issues
• Manage ticketing and case documentation through Zendesk CRM
• Participate in system testing, new feature feedback, and continuous service improvement
• Assist with order management and supplier configuration updates
• Contribute to knowledge sharing and documentation enhancements

Skills

• Associate's degree or equivalent work experience
• 1–2 years of experience in client service, customer support, or technical helpdesk
• Experience with CRM/ticketing systems such as Zendesk and Microsoft Office tools
• Strong communication and interpersonal skills for client-facing interactions
• Ability to manage multiple priorities while maintaining a high attention to detail
• Comfortable troubleshooting and explaining technical issues clearly to non-technical users
• High-speed internet (minimum 75 Mbps download / 10 Mbps upload)
• Dedicated, quiet, and secure home office space
• Bachelor's degree preferred
• Experience in the background screening industry or familiarity with FCRA is a plus

Benefits

• Paid healthcare and life insurance premiums
• Low-cost dental and vision insurance
• Company-paid basic life insurance
• 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
• Searching for Stars Employee Referral Program

Company Overview