[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.ResponsibilitiesProvide 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 ToolsTroubleshoot client issues, analyze service configurations, and deliver clear, actionable solutionsDocument all case activity from intake through resolution using Zendesk CRM with accuracy and consistencyManage multiple active priorities and cases independently while maintaining quality and follow-throughSupport client training needs through virtual demos and screen-sharing sessions via MS TeamsExplain technical concepts and platform functionality clearly and accessibly to clients with varying levels of technical fluencyProvide input on platform features, documentation, and support resources to improve the overall client experienceCollaborate with internal teams—including Technical Services, Records & Verification, Sales, Implementation, and Account Management—to resolve cases and ensure accurate client configurationsAssist with order management tasks and supplier configuration updates as neededParticipate in system testing and quality assurance activities for new features, platform updates, and configuration changesContribute to internal process improvements and knowledge base developmentSkillsAssociate's degree or higher preferred; equivalent combination of education and experience considered1–2 years of client service, support, or helpdesk experience in a technology-driven environmentFamiliarity with CRM and ticketing systems; Zendesk experience preferredProficiency with Microsoft Office Suite and web-based collaboration toolsStrong written and verbal communication skills, including professional phone and virtual platform etiquetteDemonstrated ability to manage multiple priorities and work independently with minimal directionHigh attention to detail and accuracy in documentation, case handling, and data entryAbility to explain technical concepts in a clear, user-friendly manner to non-technical audiencesReliable high-speed internet connection; cable or fiber preferred with a minimum of 75 Mbps download and 10 Mbps uploadDedicated home office space that is quiet, secure, and free of distractions during working hoursPhysical U.S. address required for equipment delivery (no PO boxes)Knowledge of the background screening industry, FCRA, and applicable compliance regulationsExperience conducting virtual training sessions or product demonstrationsFamiliarity with ClearStar's platform ecosystem including Aurora, ScreenMeNow, MIS Admin, and Gateway ToolsBenefitsPaid healthcare and life insurance premiumsLow-cost dental and vision insuranceCompany-paid basic life insurance and a company-paid Short-Term Disability policyEmployee assistance program401(k) matching up to 4%Time off9 company paid holidays2 additional days of paid time off for volunteer activitiesPerformance-based incentive compensationSearching for Stars Employee Referral ProgramCompany OverviewClearStar, Inc. is a leading Human Resources (HR) technology company specializing in background, drug, and health screening services for employment. It was founded in undefined, and is headquartered in Alpharetta, Georgia, US, with a workforce of 201-500 employees. Its website is http://www.clearstar.net.