Team Lead, Member Care

CLEAR - Corporate•Las Vegas, NV

About The Position

CLEAR is building THE secure identity company of the future, with a mission to make experiences safer and easier—physically and digitally. With over 38 million Members and a growing network of partners, CLEAR's secure identity platform is transforming the way people live, work, and travel, unlocking frictionless experiences at airports, stadiums, and in everyday life. CLEAR is seeking a Team Leader to drive operational excellence and elevate the member experience within its Member Care organization. This role involves leading a team of frontline specialists, ensuring high-quality, compliant, and efficient member interactions across various channels. The Team Leader plays a critical role in coaching performance, managing day-to-day operations, and leveraging data and technology to continuously improve outcomes. Reporting to the Manager of Member Care, this role partners cross-functionally with Training, Technology, Workforce Management, and Operations to deliver scalable, high-impact support. This is a hands-on leadership role requiring strong judgment, adaptability, and a bias toward action in a fast-paced environment.

Requirements

2–5+ years of experience in a customer support or call center environment
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 escalate 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

Nice To Haves

prior people management experience preferred

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

Benefits

Competitive compensation structure with base and target bonus
3 weeks paid time off (inclusive of vacation & sick time), increasing with time in service and 10 company-paid holidays
$100 monthly wellness stipend for health and fitness-related expenses
401k Retirement Plan with company match
Comprehensive benefit offerings that include medical, dental, vision, pet, home, and auto insurance, company-paid disability and life insurance, and MetLaw legal benefits
Family Planning benefits through KindBody
Paid Parental Leave
Family, Military & Bereavement Leave Program
Emotional Well Being Assistance
Ongoing training & development programs to grow & advance your career with a growing company!
Free CLEAR memberships for you and one other. Plus a discounted membership for three friends!