Team Lead - Member Care - Orlando
About The Position
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, compliant, and efficient member interactions across 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, 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 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
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!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
