Team Lead - Member Care - Orlando
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
Team Lead (People Management)
Builds
Scalable, high-impact support operations for CLEAR's secure identity platform
Domain
Identity & Access Management / Customer Support
Required skills
Team leadership and coaching, Performance management, Data analysis, Operational management, Stakeholder communication, Compliance adherence
Preferred skills
Prior people management experience, Experience with CRM and workforce management tools, Experience in call center environments
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 (CSAT, QA, productivity, SLAs); Handle complex or escalated member issues; Support hiring and onboarding of new team members
Seniority
Mid-level, hands-on IC with people management responsibilities
