Team Lead Customer Success; Verticals

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. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

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.

As the Team Lead, Customer Success
, you will lead and support a team of Customer Success Analysts (CSA) responsible for delivering timely, accurate, and high-quality service to clients within Financial, Business Services and Technology verticals. This role provides day-to-day leadership, coaching, and performance oversight, ensuring CSAs effectively manage client inquiries, analyze customer data, and collaborate with internal partners across Sales, Operations, and Billing. The Team Lead will foster a culture of accountability, customer empathy, and continuous improvement, guiding the team to identify trends, deliver actionable insights, and drive customer retention and satisfaction.

Aligned with our mission to provide hiring peace of mind, this role plays a key part in delivering a simple, smarter background screening and onboarding experience for employers worldwide.

This role is 100% work from home
. Authorized and working from the United States.

• 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, elevate 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.

• High School Diploma or GED, or equivalent work experience. College degree preferred.
• 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…