Member Care Team Lead: Data-Driven Coach

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

Benefits offered by this job

Competitive base + target bonus

3 weeks paid time off + 10 holidays

$100 monthly wellness stipend

401k with company match

Comprehensive medical, dental, vision,

KindBody Family Planning benefits

Family, Military & Bereavement Leave

Emotional Well Being Support

Ongoing training & development

Free CLEAR memberships for you and a +

Job summary

CLEAR is seeking a Team Leader for our Member Care organization in Orlando to drive operational excellence and elevate the member experience across channels. This hands-on leadership role focuses on coaching performance, managing day-to-day operations, and using data to improve outcomes.

You will partner with Training, Technology, Workforce Management, and Operations to deliver scalable support and ensure high-quality, compliant member interactions. Strong judgment and adaptability are essential.

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 (e.g., CRM systems, workforce management tools, Looker, or similar).
• Ability to analyze data and translate insights into operational improvements.
• Excellent communication skills with the ability to clearly escalate issues and influence stakeholders.

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-driven

Communication

Adaptability

Tools

CRM systems

Looker

Workforce management tools

Job description

CLEAR is seeking a Team Leader for our Member Care organization in Orlando to drive operational excellence and elevate the member experience across channels. This hands-on leadership role focuses on coaching performance, managing day-to-day operations, and using data to improve outcomes.

You will partner with Training, Technology, Workforce Management, and Operations to deliver scalable support and ensure high-quality, compliant member interactions. Strong judgment and adaptability are essential.