Member Care Team Lead – Data-Driven Coaching

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

Benefits offered by this job

Competitive compensation

Paid time off (3 weeks)

Wellness stipend

401k with company match

Medical, dental, vision

Job summary

CLEAR seeks a Team Leader to drive operational excellence in our Member Care organization. You will coach a frontline team, manage day-to-day operations, 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 support, analyze KPIs, and continuously improve the member experience in a fast-paced environment.

Qualifications

• 2–5+ years in customer support with people management experience.
• Strong coaching and performance-management skills.
• Experience with analytics platforms and data-driven improvements.

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

Team leadership

Coaching

Data analysis

People management

Tools

CRM systems

Looker

Workforce management

Job description

CLEAR seeks a Team Leader to drive operational excellence in our Member Care organization. You will coach a frontline team, manage day-to-day operations, 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 support, analyze KPIs, and continuously improve the member experience in a fast-paced environment.