Member Care Team Lead — Elevate Customer Experience

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

Benefits offered by this job

Competitive compensation

Paid time off

Wellness stipend

401k with match

Medical, dental, vision

Family Planning benefits

Parental Leave

Leave program

Wellbeing support

Training & development

Free memberships

Discounted 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 interactions across channels in a fast-paced environment.

Reporting to the Manager of Member Care, you will coach, manage day-to-day operations, and partner with Training, Technology, Workforce Management, and Operations to scale support and resolve complex issues with integrity.

Qualifications

• 2-5+ years in customer support or call center with people management experience.
• Strong coaching and performance management skills to improve team outcomes.
• Experience with analytics platforms (CRM, Looker, WFM).
• Excellent communication and ability to escalate when needed.
• Ownership and adaptability in a fast-paced, evolving environment.
• Flexible to adjust schedules as required.

Responsibilities

• Lead, coach, and develop a team of Member Care specialists across channels.
• Manage daily operations, queues, staffing, attendance, and adherence to SLA targets.
• Own team KPIs (CSAT, QA, productivity, SLAs) and drive continuous improvements.
• Deliver ongoing coaching, conduct 1:1s, and implement performance improvement plans.
• Ensure compliance with internal policies and regulatory requirements.
• Support hiring, onboarding, and development with cross-functional teams.
• Handle escalated member issues and ensure timely resolutions.

Skills

Coaching

Performance management

People management

Data analysis

Tools

CRM systems

Looker

Workforce management

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 interactions across channels in a fast-paced environment.

Reporting to the Manager of Member Care, you will coach, manage day-to-day operations, and partner with Training, Technology, Workforce Management, and Operations to scale support and resolve complex issues with integrity.