Team Lead, Member Care - Las Vegas
Core
Lead and develop a team of Member Care specialists to deliver high-quality, consistent member experiences across channels while managing daily operations and driving continuous improvement.
Role type
Senior IC team lead (customer support operations)
Builds
Scalable, high-impact support operations for a secure identity platform
Domain
Identity verification and secure travel
Required skills
Team leadership and coaching, performance management, operational management, data analysis, stakeholder communication, compliance management, hiring and onboarding
Preferred skills
Prior people management experience, experience with CRM and workforce management tools
Technologies
CRM systems, workforce management tools, Looker
Responsibilities
Lead, coach, and develop a team of Member Care specialists; Manage daily operations including queue performance, staffing, and attendance; Own team performance through KPIs and use data to drive continuous improvement; Deliver ongoing coaching and implement performance improvement plans; Ensure compliance with internal policies and regulatory requirements; Support hiring, onboarding, and development of new team members
Seniority
Senior, hands-on IC
