Team Lead, Member Care - Orlando

CLEAR•Orlando, FL

11d

About The Position

CLEAR is seeking a Team Leader to drive operational excellence and elevate the member experience within its Member Care organization. The role leads frontline specialists and ensures high-quality, compliant, and efficient member interactions across channels. The Team Leader coaches performance, manages day-to-day operations, and uses data and technology to continuously improve outcomes. Reporting to the Manager of Member Care, this hands-on leadership role partners with Training, Technology, Workforce Management, and Operations to deliver scalable support. It requires sound 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, such as CRM systems, workforce management tools, Looker, or similar.
Ability to analyze data and translate insights into operational improvements.
Excellent communication skills, including the ability to clearly escalate issues and influence stakeholders.
High level of ownership and adaptability, and comfort working in a fast-paced, evolving environment.
Flexibility to adjust schedules and support business needs as required.

Nice To Haves

Prior people management experience.

Responsibilities

Lead, coach, and develop a team of Member Care specialists to deliver consistent, high-quality member experiences across channels.
Manage daily operations, including queue performance, staffing adjustments, attendance, and adherence, to meet service-level and productivity targets.
Own team performance against KPIs, including CSAT, quality assurance, productivity, and SLAs, and use data to drive continuous improvement.
Deliver ongoing coaching, conduct regular one-on-ones, and implement performance improvement plans.
Ensure compliance with internal policies, documentation standards, and regulatory requirements across 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 salary and target bonus.
Three weeks of paid time off, inclusive of vacation and sick time, increasing with time in service.
10 company-paid holidays.
$100 monthly wellness stipend for health- and fitness-related expenses.
401(k) retirement plan with company match.
Medical, dental, vision, pet, home, and auto insurance offerings.
Company-paid disability and life insurance.
MetLaw legal benefits.
Family planning benefits through KindBody.
Paid parental leave.
Family, military, and bereavement leave program.
Emotional well-being assistance.
Ongoing training and development programs.
Free CLEAR memberships for the employee and one other person, plus a discounted membership for three friends.