SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 55,000 - 65,000 / annual
CLEAR is building a secure identity platform transforming how people live, work, and travel. With 43+ million members and a growing global partner network, CLEAR operates at the intersection of physical and digital identity verification, enabling frictionless experiences at airports, stadiums, and everyday locations.
You will lead a team of Member Care specialists in Orlando, driving operational excellence and elevating member experience. Reporting to the Manager of Member Care, you'll own day-to-day operations, team performance, and cross-functional partnerships with Training, Technology, Workforce Management, and Operations.
Key responsibilities include:
- Lead, coach, and develop a team of Member Care specialists to deliver high-quality, consistent member experiences across channels (phone, email, chat, etc.)
- Manage daily operations including queue performance, staffing adjustments, attendance, and adherence to SLA and productivity targets
- 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
- Ensure compliance with internal policies, documentation standards, and regulatory requirements
- Support hiring, onboarding, and development of new team members
- Handle complex or escalated member issues and ensure timely, high-quality resolution
This is a hands-on leadership role requiring strong judgment, adaptability, and a bias toward action in a fast-paced environment. You'll partner cross-functionally to deliver scalable, high-impact support.
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
