Member Care Team Lead: Elevate Support & Experience

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

Benefits offered by this job

Competitive compensation

3 weeks paid time off

Wellness stipend

401k with company match

Comprehensive benefits

Family Planning benefits

Paid Parental Leave

Family, Military & Bereavement Leave

Emotional Well Being Assistance

Ongoing training

Free CLEAR memberships

Job summary

CLEAR is seeking a Team Leader for the Member Care organization in Orlando. You will lead frontline specialists, coach performance, and manage day-to-day operations to meet SLA targets across channels.

You will drive improvements using data, supervise coaching and 1:1s, and ensure compliant, high‑quality member interactions while partnering with Training, Technology, Workforce Management, and Operations.

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 elevate issues and influence stakeholders
• High level of ownership, adaptability, and comfort operating in a fast-paced, evolving environment
• Flexibility to adjust schedules and support business needs as required

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 experience

Cross-functional collaboration

Tools

CRM systems

Workforce management tools

Looker

Job description

CLEAR is seeking a Team Leader for the Member Care organization in Orlando. You will lead frontline specialists, coach performance, and manage day-to-day operations to meet SLA targets across channels.

You will drive improvements using data, supervise coaching and 1:1s, and ensure compliant, high‑quality member interactions while partnering with Training, Technology, Workforce Management, and Operations.