Manager of Member Care, CLEAR
Premium Experience & CLEAR1
$110-130k
5 days a week in office
Secure identity company making experiences safer & easier
Job no longer available
Secure identity company making experiences safer & easier
1001+ employees
Job no longer available
$110-130k
5 days a week in office
1001+ employees
Company mission
To strengthen security and create frictionless experiences.
Role
Who you are
- 5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility
- Managing high-touch, premium, concierge, VIP, or white-glove support programs across digital and omnichannel environments
- Coaching and developing frontline leaders while building high-performing, accountable teams
- Using data, reporting, customer insights, and operational metrics to identify trends, drive decisions, and improve member experiences
- Partnering effectively with Product, Engineering, and cross-functional stakeholders to influence priorities and deliver customer-focused digital solutions
- Experience supporting or optimizing digital support channels, including chat, email, self-service, knowledge management, automation, or AI-enabled customer experiences
- Communicating clearly and confidently with frontline employees, peer leaders, executives, and external stakeholders
- Operating with a strong sense of ownership, accountability, and urgency in a fast-paced environment
What the job involves
- The Manager, Member Care - Premium Experience & CLEAR1 is responsible for leading the end-to-end digital member experience across CLEAR’s highest-touch support channels
- This role oversees Team Leads and Specialists supporting Concierge, VIP, and CLEAR1 members while driving operational excellence, service quality, and continuous improvement across digital support experiences, member journeys, and service operations
- Own the digital member support strategy and day-to-day operations for Premium Experience and CLEAR1 channels, ensuring exceptional service delivery and accountability for member and business outcomes
- Lead, coach, and develop Team Leads and Specialists through clear performance expectations, ongoing feedback, and career development planning
- Define, monitor, and improve service level agreements (SLAs) across digital support channels, including chat, email, messaging, and phone, with a focus on responsiveness, resolution quality, and member satisfaction
- Partner cross-functionally with Product, Engineering, Operations, and other business stakeholders to advocate for member needs and enhance digital experiences across the member lifecycle
- Establish and maintain support processes, escalation frameworks, quality standards, knowledge management practices, and operating procedures that support consistency, scalability, and efficiency
- Leverage member feedback, operational data, digital engagement metrics, and frontline insights to identify opportunities for service enhancements, self-service capabilities, and process improvements
- Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership
- Serve as the primary Member Care representative for Concierge and CLEAR1 initiatives, ensuring alignment between business priorities, digital experiences, and member outcome
- How you'll measure success:
- CSAT maintained at or above 4.5 (90%+) across Concierge, VIP, and CLEAR1 support channels
- Measurable improvements in digital member satisfaction, retention, engagement, and service quality
- Team engagement, performance, retention, and succession readiness within Member Care
- Reduction in escalations, increased self-service adoption, improved operational efficiency, and documented process improvements
Our take
Waiting in a security line is something everybody could do without before a long flight – and this unpleasant scenario is what CLEAR allows its millions of members to avoid. The company creates a single touchless ID based on a user’s biometrics, such as their eyes and face, enabling quick identity verification and frictionless travel.
CLEAR continues to develop its product, and is now moving beyond airports into office buildings, restaurants, and stadiums. The technology has already been used by several sports and entertainment partners, including multiple NBA teams and in the Super Bowl.
The company went public on the NYSE in June 2021 following a strategic funding round of $100M, which is being invested into accelerating the company's growth whilst expanding its offerings. Its technology is now being used for age verification, virtual queuing, and checking in.
Steph
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2021
$100m
LATE VC
Apr 2017
$15m
LATE VC
Total funding: $135m
Company HQ
Chelsea, New York, NY
Leadership
Caryn Seidman Becker
(Co-Founder, CEO & Chairman)Prior to CLEAR, they created the Arience Foundation and The Happy Elephant Foundation which support charter schools, cancer research, child wellness, and the New York City community. They sit on the Board of Directors of Mt. Sinai Children's Center and the Young Women's Leadership Network.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 28 more jobs at CLEAR