Customer Care Team Lead

CLEAR’s mission is to strengthen security and create frictionless experiences. We believe you are you and by using your biometrics – your eyes, face, and fingerprints – we keep you moving.  Imagine a world where you can do virtually everything you need to – breeze through the airport, buy a beer at the game, check-in at the doctor’s office, access your office building, and more – without ever pulling out your wallet. With Health Pass, CLEAR is currently available in 50+ airports, stadiums and venues nationwide and securely connects a person’s digital identity to multiple layers of COVID-related insights to help reduce public health risk and restore peace of mind.

CLEAR is looking for an experienced 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 motivate and develop talent. As a Team Leader you’ll be responsible for directly supervising a team of ambassadors, managing your team’s performance, developing new hires, identifying reporting member trends, and making recommendations that help create positive momentum towards CLEAR’s member service offerings. 

• 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. Previous experience leading a team is required.  
• 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.

Schedule: Sunday - Thursday 3:00PM-11:30PM EST

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.