Team Lead, Member Care - Orlando

The role

This role leads a team of frontline specialists to ensure high-quality and efficient member interactions. The Team Leader manages daily operations, coaches performance, and uses data to improve outcomes.

What you will do

• Lead, coach, and develop a team of Member Care specialists
• Manage daily operations including queue performance, staffing, attendance, and adherence
• Own team performance through KPIs such as CSAT, QA, productivity, and SLAs
• Deliver ongoing coaching and conduct regular 1:1s
• Implement performance improvement plans
• Ensure compliance with internal policies and regulatory requirements
• Support hiring, onboarding, and development of new team members
• Handle complex or escalated member issues

Required qualifications

• 2–5+ years of experience in a customer support or call center environment
• Strong coaching and performance management skills
• Experience working with support tools and analytics platforms
• Ability to analyze data and translate insights into operational improvements
• Excellent communication skills
• High level of ownership, adaptability, and comfort in a fast-paced environment

Nice to have

• prior people management experience

Benefits

• Competitive compensation structure with base and target bonus
• 3 weeks paid time off inclusive of vacation and sick time, increasing with time in service
• 10 company-paid holidays
• $100 monthly wellness stipend
• 401k Retirement Plan with company match
• Medical, dental, vision, pet, home, and auto insurance
• Company-paid disability and life insurance
• MetLaw legal benefits
• Family Planning benefits through KindBody
• Paid Parental Leave
• Family, Military & Bereavement Leave Program
• Emotional Well Being Assistance

About the company

CLEAR is building the secure identity company of the future. Its mission is to make experiences safer and easier physically and digitally.