CLEAR is looking for a Member Care Team Leader to work from home, who shares a passion for service excellence. The ideal candidate is member-centric, passionate and a seasoned leader who knows how to get to motivate and develop talent. As a Team Leader you'll be responsible for directly supervising a team of ambassadors, managing your teams performance, developing new hires, identifying reporting member trends, and making recommendations that help create positive momentum towards CLEAR's member service offerings.

This hours for this role are 1:00pm-9:30pm EST Thursday - Monday, the role is remote but must be based in Orlando or Las Vegas.

What you'll be doing

• Support onsite performance with accountability for Key Performance Indicators including: SLAs, CSAT, NPS, quality, retention, and similar metrics across all channels (voice, chat, and email)
• Act as a direct liaison between ambassadors and the Operation Manager
• Directly manage a team of approximately 15 Member Care Ambassadors providing leadership, coaching, motivation, evaluate and ongoing feedback
• Work closely with Operation Manager to enhance processes across voice, chat, and email channels supporting all CLEARs verticals and initiatives
• Support ambassadors and their work to deliver an exceptional member experience
• Partake in weekly interaction calibration sessions with Operations Manager, Training and Quality Assurance Manager to ensure a shared understanding of quality expectations
• Effectively document ambassador performance by conducting weekly meeting and delivering annual/bi-annual reviews
• Monitor Ambassador time and attendance, per internal policy
• Serve as main point of contact for team escalations
• Contribute to the continuous improvement mindset across the Member Care function

Who you are:

• 1-2 years of work experience in a customer facing operation.
• Solid leadership, administrative, organizational, and project management skills.
• Excellent interpersonal and communication skills with the ability to motivate, mentor and influence others.
• In-depth knowledge of, and experience in, employee engagement, customer satisfaction, sales and adhering to compliance standards.
• Proficiency in Google G-Suite and Microsoft Office, including Outlook, Word, PowerPoint and Excel preferred
• Professional demeanor. Excellent verbal and written communication skills, and comfortable communicating with our members.
• Must be able to pass a background check, government background investigation, drug test and Airport Badging process

About CLEAR:

With CLEAR, you are always you. CLEAR's mission is to enable frictionless and safe journeys using your identity. With more than 8 million members and 100+ partners across North America, CLEAR's identity platform connects you to the cards in your wallet - transforming the way you live, work and travel. Trust and privacy are the foundation of CLEAR. We have a commitment to members being in control of their own information and never sell member data. CLEAR is at the highest level of security by U.S. government regulators and is also certified as Qualified Anti-Terrorism Technology under the SAFETY Act.

CLEAR is an equal opportunity employer and does not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.