First Advantage · 2 days ago
Team Lead Customer Success (Staffing Vertical)
United States
Full-time
Remote
Mid Level
$60K/yr - $70K/yr
3+ years expFirst Advantage is a leading provider of mission-critical background screening solutions. As the Team Lead for Customer Success, you will lead a team of Customer Success Analysts, ensuring high-quality service delivery and fostering customer retention and satisfaction.
Human ResourcesRecruitingSkill Assessment
Responsibilities
Lead, coach, and develop a team of Customer Success Analysts (CSA) to achieve customer retention, satisfaction, and account growth objectives
Provide onboarding, ongoing training, and day-to-day guidance to ensure CSAs maintain deep knowledge of client requirements, screening workflows, and internal processes
Oversee daily team operations, monitoring workload, service levels, and response quality to ensure SLAs and performance standards are consistently met
Review, analyze, and report on team performance metrics, identifying trends, risks, and opportunities for continuous improvement; communicate insights and recommendations to leadership
Serve as the escalation point for complex or high-impact client and internal issues, ensuring timely resolution and a positive customer experience
Support performance management activities, including coaching, feedback, performance reviews, and participation in improvement plans as needed
Partner with Client Success Leaders, Client Success Managers/Directors, and cross-functional teams to align priorities, escalate issues, and drive successful outcomes
Act as a hands-on resource for the team by providing coverage and operational support during peak periods or absences, as needed
Lead or contribute to special projects and process improvement initiatives to enhance efficiency, quality, and client satisfaction
Qualification
Required
High School Diploma or GED, or Equivalent work experience
3+ years of customer service experience, including direct interactions with external customers
Demonstrate a strong commitment to delivering exceptional customer experiences that drive long-term client satisfaction and partnership
Lead by example in fostering a collaborative, inclusive, and high-performing team environment
Ability to Train, coach, mentor, and motivate a team to achieve individual and team performance goals
Effectively guide employees through performance management processes, providing clear feedback and development support
Maintain the highest level of confidentiality and professionalism when handling employee, client, and company information
Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers and team members, and internal partners through written, verbal and phone interactions
Prioritize competing demands, identify root causes, and resolve issues with a high level of accuracy and attention to detail
Remain calm, adaptable, and solutions-focused in a fast-paced, deadline-driven environment
Apply creative and critical thinking to deliver timely, practical solutions to operational and client challenges
Build and maintain strong cross-functional relationships to support seamless collaboration and shared success across departments
Experience with Microsoft Office products (Outlook, PowerPoint, Word, and Excel), and Siebel, Salesforce or equivalent CRM system
Strong analytical and organizational skills, with ability to interpret complex data sets and draw meaningful conclusions while staying attentive to details
Preferred
College degree preferred
Benefits
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!
Company
First Advantage
First Advantage is a provider of technology solutions for screening, verifications, safety and compliance related to human capital.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-06-22IPO
2019-11-25Acquired
Leadership Team
David Gamsey
Retired Chief Financial Officer
Recent News
2025-11-25
2025-11-08
Company data provided by crunchbase