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Salary: USD 110,000 - 130,000 / annual
CLEAR is building a secure identity platform transforming how people live, work, and travel. With 43+ million members globally, CLEAR operates across airports, stadiums, and everyday digital experiences.
You will lead the end-to-end digital member experience for CLEAR's highest-touch support channels. This role oversees Team Leads and Specialists supporting Concierge, VIP, and CLEAR1 members, driving operational excellence, service quality, and continuous improvement across digital support experiences and service operations.
Key responsibilities include:
- Own the digital member support strategy and day-to-day operations for Premium Experience and CLEAR1 channels, ensuring exceptional service delivery and accountability for member and business outcomes
- Lead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planning
- Define, monitor, and improve service level agreements (SLAs) across digital support channels including chat, email, messaging, and phone, with focus on responsiveness, resolution quality, and member satisfaction
- Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and enhance digital experiences across the member lifecycle
- Establish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures that support consistency, scalability, and efficiency
- Leverage member feedback, operational data, digital engagement metrics, and frontline insights to identify opportunities for service enhancements, self-service capabilities, and process improvements
- Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership
- Serve as the primary Member Care representative for Concierge and CLEAR1 initiatives, ensuring alignment between business priorities, digital experiences, and member outcomes
Success metrics include maintaining CSAT at or above 4.5 (90%+) across support channels, measurable improvements in digital member satisfaction and retention, strong team engagement and retention, and documented reductions in escalations with increased self-service adoption.
REQUIREMENTS:
- 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility
- Experience managing high-touch, premium, concierge, VIP, or white-glove support programs across digital and omnichannel environments
- Demonstrated ability to coach and develop frontline leaders while building high-performing, accountable teams
- Proficiency using data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences
- Experience partnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver customer-focused digital solutions
- Experience supporting or optimizing digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiences
- Strong communication skills with frontline employees, peer leaders, executives, and external stakeholders
- Strong sense of ownership, accountability, and urgency in a fast-paced environment
