Director, Client Services

About the Role:

• Lead strategy, people, and operational performance for client support across background and occupational health screening services.
• Deliver accurate, timely, and professional client experiences via phone and ticket-based support channels.
• Partner with Compliance, Legal, Operations, Product, and Customer Success to ensure client needs drive business priorities.

Key Responsibilities:

• Manage Zendesk ticket queues, uJET contact center operations, staffing models, and coverage schedules.
• Set performance expectations, KPIs, career development paths, and feedback processes for a client-first culture.
• Act as senior escalation point for complex client issues and manage strategic account relationships.

Requirements:

• At least 7 years of progressive client services experience, including 3+ years in a director-level or senior management role.
• Demonstrated experience with ticketing platforms like Zendesk and contact center platforms like uJET.
• Familiarity with FCRA requirements and compliance in background and drug screening communications.

Benefits:

• Annual salary of $90,000–$130,000 with paid healthcare, dental, vision, and life insurance.
• 401(k) matching up to 4%, paid time off, paid holidays, and volunteer days.
• Fully remote role open to candidates in eligible US states with no H-1B sponsorship available.