Manager Customer Success Support

Job Title: Manager Customer Success Support
Location: This role is a remote position; individual must be authorized and working from the United States. 

We are on the front line of recruitment, enabling organizations to hire smarter and onboard faster. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

About First Advantage

First Advantage (NASDAQ: FA) is a leading provider of global software and data in the HR technology industry. Enabled by proprietary technology and AI, First Advantage’s platforms, data, and APIs power comprehensive employment background screening, identity solutions, and verification services.

Headquartered in Atlanta, GA, we have an internationally distributed workforce of about 10,000 employees spanning 17 countries. With a strong emphasis on innovation, automation, and customer success, First Advantage empowers 80,000 organizations to modernize their hiring and onboarding processes on a global scale.

What You’ll Do:
 
As the Manager Customer Success Support, you will be responsible for supervising a team of Customer Success Analysts (CSA) and Lead Customer Success Analysts to ensure timely and accurate completion of all work activities. The CSS will be responsible for the day to day management of a team of Customer Success personnel with inquiries and assisting the Client Success Partner (formerly Account Management) team. The CSS will be organized with strong leadership capabilities to supervise, guide and motivate team members to work together and ensure they are delivering excellent and timely support.

Our primary goal is to provide hiring peace of mind by delivering a simple, smarter background screening and onboarding experience for employers worldwide, and we'd be honored if you'd join us.

Responsibilities:

• Supervise a work team of Customer Success Associates to achieve company and account revenue retention and growth objectives. 
• Provide training for new and existing CSAs. 
• Monitor and evaluate daily CSA activities to ensure timely and accurate responses to clients and internal teams. 
• Compile and analyze team metrics to ensure consistent performance, track trends and communicate findings and suggestions. 
• Handle second-level escalated issues from clients and employees. 
• Performance management of employees (assist with performance reviews, PIP’s, etc.) 
• Act as a backup for the team for daily activities, as needed. 
• Handle additional projects/tasks as assigned

This Is The Job For You If You Can:

• Commit to delivering excellent customer service to achieve a high level of customer satisfaction and partnership. 
• Foster and participate in a team environment 
• Train, supervise, mentor and motivate employees. 
• Maintain confidentiality of employee and company information. 
• Demonstrate excellent oral and written communication skills and phone etiquette.
• Guide employees with performance management. 
• Prioritize and solve problems while demonstrating attention to detail. 
• Multitask and remain calm and professional under pressure. 
• Think creatively and provide real-time problem or issue resolution. 
• Develop and grow cross-departmental relationships to build a strong internal network.

What You Will Need to be Successful

• 3+ years of Client Success experience or solid sales support experience.
• Experience managing a team or multiple teams.
• Bachelor’s degree or equivalent

Why Join Us at First Advantage?

At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.

First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.

• Employee Impact Groups
• FA Cares volunteer opportunities
• Mentorship Advantage Program
• SOAR, award-winning manager development program

Additional benefits offered to our eligible people include:    

• Ability to work remotely with occasional business travel.    
• Medical, Vision, Dental, and supplementary benefit plans 
• 401k with an employer match, and an Employee Stock Purchase Plan (ESPP)  
• Competitive and flexible Paid Time Off (PTO) and 9 paid company holidays   
• Access to tech and growth opportunities, and leaders who want you to succeed!

What Are You Waiting For? Apply Today!

You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary range for this position is approximately $85-95k. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

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We have great people here and are looking for more. Come join us!
 

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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.