Member Care Team Lead - Coach, Optimize & Resolve

Secure Identity, LLC.; Orlando, Northern (FL, KY); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive compensation with base and

3 weeks paid time off

Wellness stipend

401k match

Comprehensive benefits

Family Planning benefits

Bereavement Leave

Emotional Well Being Assistance

Training & development

Free CLEAR memberships

Job summary

CLEAR is seeking a Team Leader for its Member Care organization in Orlando. You will lead a frontline team, coach performance, and drive high-quality, compliant member interactions across channels in a fast-paced environment.

Reporting to the Manager of Member Care, you will partner with Training, Technology, and Workforce Management to optimize staffing, SLAs, and data-driven improvements while supporting hiring and onboarding of new team members.

Qualifications

• 2–5+ years in customer support or call center with people management.
• Strong coaching and performance management skills.
• Experience with CRM, WFM and analytics platforms.
• Ability to analyze data and drive improvements.
• Excellent communication; able to influence stakeholders.

Responsibilities

• Lead, coach, and develop a team of Member Care specialists across channels.
• Manage daily operations including queue performance, staffing, attendance, and SLAs.
• Own team KPIs and use data to drive continuous improvement.
• Deliver coaching and 1:1s with performance improvement plans.
• Ensure compliance with policies and regulatory requirements.
• Support hiring, onboarding, and development of new team members.
• Handle escalated member issues with timely, high-quality resolutions.

Skills

Coaching

Communication

Data analysis

Cross-functional

Tools

CRM systems

Workforce management

Looker

Job description

CLEAR is seeking a Team Leader for its Member Care organization in Orlando. You will lead a frontline team, coach performance, and drive high-quality, compliant member interactions across channels in a fast-paced environment.

Reporting to the Manager of Member Care, you will partner with Training, Technology, and Workforce Management to optimize staffing, SLAs, and data-driven improvements while supporting hiring and onboarding of new team members.