Member Care Team Lead: Coaching & Operations

CLEAR; Orlando (FL); On-site; USD 55,000 - 65,000; Full time

Benefits offered by this job

3 weeks PTO

Wellness stipend

401k with match

Medical, dental, vision insurance

Life insurance

MetLaw legal benefits

Family Planning benefits

Bereavement leave

Emotional Well Being Assistance

Free CLEAR memberships

Job summary

CLEAR is seeking a Team Leader to drive operational excellence and elevate the member experience within our Member Care organization. This role leads a team of frontline specialists, ensuring high-quality, compliant, and efficient member interactions across channels.

Reporting to the Manager of Member Care, this hands‑on leadership role partners with Training, Technology, Workforce Management, and Operations to deliver scalable, high-impact support.

Qualifications

• 2–5+ years of experience in a customer support or call center environment, with prior people management experience preferred.
• Strong coaching and performance management skills with a track record of improving team outcomes.
• Experience working with support tools and analytics platforms.

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 adjustments, attendance, and adherence to ensure SLA and productivity targets are met.
• Own team performance through KPIs (CSAT, QA, productivity, SLAs) and use data to drive continuous improvement.
• Deliver ongoing coaching, conduct regular 1:1s, and implement performance improvement plans to elevate individual and team performance.
• 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 of sensitive cases.

Skills

People management

Coaching

Data analysis

Customer support

CRM systems

Looker

Workforce management tools

Tools

CRM systems

Looker

Workforce management tools

Job description

CLEAR is seeking a Team Leader to drive operational excellence and elevate the member experience within our Member Care organization. This role leads a team of frontline specialists, ensuring high-quality, compliant, and efficient member interactions across channels.

Reporting to the Manager of Member Care, this hands‑on leadership role partners with Training, Technology, Workforce Management, and Operations to deliver scalable, high-impact support.