Team Lead, Member Care - Orlando

Team Leader, Member Care CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easierphysically and digitally. With more than 38 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it's at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences. 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. Key Responsibilities Include: 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 Ideal candidates will have: 25+ 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 The base salary range for this role is $55,000-$65,000 / year depending on level of skills and experience. This range represents the base salary consistent with our current compensation program for this position at CLEAR. Actual compensation will vary based on factors including, but not limited to, location, education, skills, experience, and performance. Perks of Being a Team Member at CLEAR! 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! Terms and conditions of the benefit, including eligibility are detailed in the applicable benefit policy or plan and are subject to change without notice. CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs. Please let us know if you require a reasonable accommodation to apply for a job or perform your job. Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the application process or work procedures, policy exceptions, providing documents in an alternative format, live captioning or using a sign language interpreter, or using specialized equipment. We are committed to a transparent and secure hiring process. All communications related to this role will come directly from a CLEAR employee through valid CLEAR channels (e.g., a valid @clearme.com email address or verified CLEAR LinkedIn profile). We encourage candidates to remain alert to job scams and to report any suspicious activity. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or other characteristics protected by law.