Member Care Team Lead - Data-Driven Operations

Secure Identity, LLC.; Orlando (FL); On-site; 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 Retirement Plan with company

Comprehensive benefit offerings

Family Planning benefits

Bereavement Leave

Emotional Well Being Assistance

Ongoing training & development

Free CLEAR memberships for you and one

Job summary

CLEAR is seeking a Team Leader to drive operational excellence within our Member Care organization. This hands-on role leads frontline specialists, coaching performance, managing day-to-day operations, and using data to improve outcomes.

Reporting to the Manager of Member Care, you will collaborate with Training, Technology, Workforce Management, and Operations to deliver scalable support. Strong judgment, adaptability, and action bias are essential in a fast-paced environment.

Qualifications

• 2–5+ years of experience in a customer support or call center environment with people management experience.
• Strong coaching and performance management skills with a track record of improving team outcomes.
• Experience with support tools and analytics platforms (CRM, Looker, WFM).
• Ability to analyze data and translate insights into operational improvements.
• Excellent communication and stakeholder influence.
• Ownership, adaptability, and bias toward action in a fast-paced environment.
• Flexibility to adjust schedules as needed.

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

Customer support leadership

Coaching

CRM systems

Looker

Data analysis

Communication

Tools

CRM systems

Looker

Workforce management tools

Job description

CLEAR is seeking a Team Leader to drive operational excellence within our Member Care organization. This hands-on role leads frontline specialists, coaching performance, managing day-to-day operations, and using data to improve outcomes.

Reporting to the Manager of Member Care, you will collaborate with Training, Technology, Workforce Management, and Operations to deliver scalable support. Strong judgment, adaptability, and action bias are essential in a fast-paced environment.