Member Care Team Leader: Coaching & Ops Impact

Secure Identity, LLC.; Las Vegas, Northern (NV, KY); Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Base plus bonus

Paid time off

Wellness stipend

401k with company match

Medical, dental, vision

Life and disability insurance

Family Planning benefits

Training and development

Free CLEAR memberships

Job summary

CLEAR is seeking a Team Leader to drive operational excellence within our Member Care organization. This hands-on leadership role oversees frontline specialists, coaches performance, and ensures high-quality, compliant member interactions across channels.

The ideal candidate will have 2-5+ years in customer support with people management experience, proficiency with CRM and analytics tools, and a strong ability to translate data into action.

Qualifications

• 2-5+ years in a customer support or call center environment with people management experience preferred.
• Strong coaching and performance management skills with a track record of improving team outcomes.
• Experience with support analytics platforms (CRM systems, Looker, or similar).
• Ability to analyze data and translate insights into operational 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, attendance, and adherence to SLA and productivity targets.
• Own team performance through KPIs (CSAT, QA, productivity, SLAs) and drive continuous improvement.
• Provide ongoing coaching, conduct regular 1:1s, and implement performance improvement plans.

Skills

People management

Coaching

CRM systems

Data analysis

Communication

Tools

Looker

Workforce management tools

CRM systems

Job description

CLEAR is seeking a Team Leader to drive operational excellence within our Member Care organization. This hands-on leadership role oversees frontline specialists, coaches performance, and ensures high-quality, compliant member interactions across channels.

The ideal candidate will have 2-5+ years in customer support with people management experience, proficiency with CRM and analytics tools, and a strong ability to translate data into action.