Customer Success Associate

CUSTOMER SUCCESS ASSOCIATE

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

A successful Customer Success Associate will act as a primary point of contact for extended service delivery requirements and queries from candidates and customers.

This role will be responsible for end-to-end background check processing, customer requirement alignment, candidate communication, document collection, and system update.

This role serves as a key liaison between customers and candidates to ensure accurate, compliant, and timely service delivery.

Experienced in working targets and adhering to service level agreements.

• Perform assigned daily tasks related to customer’s scope of extended services, such as but not limited to system data entry tasks, reviewing and processing of candidate cases and checks; corresponding with customers and/or candidates
• Manage day-to-day customer interactions, responding to inquiries, and providing timely support to ensure a positive customer experience.
• Monitor and oversee background screening cases to ensure delivery in accordance with the defined scope of work and Service Level Agreements (SLAs).
• Provide timely and actionable feedback to relevant internal stakeholders, including Operational Leads and Customer Success Analysts, to drive continuous service improvement and customer success.
• Receive and fully understand customer background screening requirements
• Act as the first point of escalation for customer concerns at the case and check level, ensuring issues are addressed promptly and effectively
• Maintain proactive communication with customers regarding potential service delays, setting expectations in advance, and providing regular updates on resolution plans and timelines.
• Track ongoing cases, follow up on pending items, and ensure all cases are completed within agreed turnaround times.
• Identify service risks and process improvement opportunities, escalating concerns where necessary to support operational excellence and customer satisfaction.
• Any other duties and tasks related to customer scope of work

What You Will Need to be Successful

• Bachelor’s Degree and above or equivalent work experience
• At least 1-2year(s) experience within a highly customer-focused environment.

Experience working to targets and adhering to service level agreements and proven track record of successful achievement in similar roles.

• Strong communication skills in English (verbal and written)
• Presentation Skills
• Able to build strong relationships at all levels of the organization
• Strong analytical and interpersonal skills (analysis, ability to understand customers’ needs and concerns and presentation)
• Good business acumen on company’s operations & services
• Able to plan, organize and prioritize a high level of work
• Must have strong problem-solving and follow-through skills and be able to work independently and interact with colleagues in the organization.
• Positive attitude and ability to work under pressure and attend to priorities and timelines.
• Proficiency in working in a Microsoft Office environment, including Excel, Power Point and Word, and Salesforce or any CRM software used.

What You May Need to be Successful

• Strong customer focus
• Eagerness to learn and develop a successful career within the business
• Collaborates positively within and across team
• Outside-In Thinking: Ability to understand customer perspective and to proactively identify and develop solutions
• Self-directed
• Effective time management skills
• Demonstrate integrity in challenging situations
• Ability to work productively and independently in a remote location

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
• Competitive Salary Package
• HMO Benefits
• Free mental health consultation
• Hybrid work set up

Please note that a valid NBI clearance is required for this role. Candidates must ensure that it is available as soon as possible to avoid delays in the hiring process.

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.

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