Member Care Team Lead: Coaching & Operations

RiverPark Ventures; Las Vegas (NV); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

Competitive pay

PTO & holidays

Wellness stipend

401k with match

Healthcare benefits

Family planning benefits

Parental leave

Wellbeing programs

Training & development

Free CLEAR memberships

Job summary

CLEAR is seeking a Team Leader to drive operational excellence within our Member Care organization. You will lead frontline specialists, coach performance, and ensure high-quality, compliant member interactions across channels.

Reporting to the Manager of Member Care, you will partner with Training, Technology, Workforce Management, and Operations to deliver scalable, high-impact support while balancing fast-paced priorities and customer outcomes.

Qualifications

• 2–5+ years in a customer support or call center environment.
• Prior people management experience preferred.
• Strong coaching and performance management skills.
• Experience with support tools and analytics platforms (CRM, WFM, Looker).
• Excellent communication and the ability to influence stakeholders.
• Ability to analyze data and translate insights into operational improvements.
• High ownership, adaptability, and comfort in a fast-paced environment.
• Flexibility to adjust schedules to meet business needs.

Responsibilities

• Lead, coach, and develop a team of Member Care specialists to deliver high-quality, consistent member experiences across channels.
• Manage daily operations including queue performance, staffing, attendance, and adherence to SLAs.
• Own team performance through KPIs (CSAT, QA, productivity, SLAs) and drive continuous improvement.
• Deliver ongoing coaching, conduct regular 1:1s, and implement performance improvement plans.
• Ensure compliance with internal policies, documentation standards, and regulatory requirements across all member interactions.
• Support hiring, onboarding, and development of new team members in partnership with cross-functional teams.
• Handle complex or escalated member issues and ensure timely, high-quality resolution.

Skills

People management

Coaching

Data analysis

Communication

Customer support

CRM systems

Looker

Tools

CRM systems

Looker

Workforce management tools

Job description

CLEAR is seeking a Team Leader to drive operational excellence within our Member Care organization. You will lead frontline specialists, coach performance, and ensure high-quality, compliant member interactions across channels.

Reporting to the Manager of Member Care, you will partner with Training, Technology, Workforce Management, and Operations to deliver scalable, high-impact support while balancing fast-paced priorities and customer outcomes.