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Salary: USD 55,000 - 65,000 / annual
CLEAR is a secure identity platform company with 43+ million members, transforming how people experience security and convenience at airports, stadiums, and in daily life.
You will lead a team of Member Care specialists, driving operational excellence and elevating the member experience. Reporting to the Manager of Member Care, you'll manage day-to-day operations, coach team performance, and partner cross-functionally with Training, Technology, Workforce Management, and Operations to deliver scalable, high-impact support.
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
Requirements:
- 2–5+ 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
