CLEAR helps create safer, easier experiences everywhere you go. 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. CLEAR is currently available in 50+ airports, venues and more. Now with Health Pass, CLEAR 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.

We’re defining and leading an entirely new industry, obsessing over our customers, and investing in great people to lead the way. Recently named on CNBC’s Disruptor 50 List for the second year in a row and winner of the SXSW Interactive Innovation Award, CLEAR is providing innovative technology options for businesses and our 5+ million members to help create a safer environment no matter where you go.

CLEAR is looking for a Member Care Team Leader who shares a passion for service excellence. Digital identity is the secular trend we are living and leading and the CLEAR member base continues to rapidly grow. 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.

What You Will Do:

• 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