Sr. Customer Support Executive

The Sr. Customer Support Executive will serve as the primary point of contact for clients and internal teams within the CLM International Back Office. This role oversees the full lifecycle of background verification (BGV) processes—including International, Client, Voice, and US/UK specific checks—ensuring accuracy, compliance, and timely delivery. The incumbent will collaborate closely with operations, compliance, and technology teams to continuously improve service quality and client satisfaction.
Minimum 3 years of experience in customer support or BGV operations.
Strong knowledge of international background verification processes and regulations.
Familiarity with US and UK compliance requirements for employee screening.
Excellent verbal and written communication skills in English.
Proven ability to manage high‑volume case loads while maintaining quality.
Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk).
Analytical mindset with strong problem‑solving abilities.
Ability to work collaboratively across cross‑functional teams.
Detail‑oriented with strong organizational and documentation skills.
Bachelor's degree.
Manage end‑to‑end BGV workflows for International, Client, Voice, and US/UK processes.
Act as the main liaison between clients and internal teams, addressing inquiries and escalations promptly.
Ensure all verification activities comply with relevant legal and regulatory standards.
Monitor service level agreements (SLAs) and drive performance metrics to meet or exceed targets.
Coordinate with the compliance department to update and maintain BGV policies and procedures.
Provide training and mentorship to junior support staff on BGV best practices.
Maintain accurate documentation and audit trails for all verification cases.
Identify process improvement opportunities and implement efficiency enhancements.
Prepare and deliver regular status reports to senior management and clients.
Handle voice verification calls, ensuring clear communication and data integrity.

Skills
Customer Support, Process Improvement, Salesforce, CRM, Zendesk, Documentation

Experience
3+ yrs

Work arrangement
No