CLEAR - Corporate

Manager, Member Care — Premium Experience & CLEAR1

New York, New York, United States

Sponsorship not specified$110k-$130kDetected 28 days ago

Customer SupportLeadershipCommunicationMentoring

About the role

Whether it's at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences.
Our offices are bright and energetic with an open concept and plenty of conference rooms and casual co-working spaces.
We also offer catered lunches every day and have fully stocked kitchens.

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
Build reporting frameworks and communicate performance trends, risks, opportunities, and member insights to senior leadership
CSAT maintained at or above 4.5 (90%+) across Concierge, VIP, and CLEAR1 support channels
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

5+ years of experience leading digital customer support, customer experience, member services, or service operations teams with direct people management responsibility

We offer holistic total rewards, including comprehensive healthcare plans, family-building benefits (fertility and adoption/surrogacy support), flexible time off, annual wellness stipend, free OneMedical memberships for you and your dependents, a CLEAR Plus membership, and a 401(k) retirement plan with employer match.
The base salary range for this role is $110,000 - $130,000, depending on levels of skills and experience.
The base salary range represents the low and high end of CLEAR's salary range for this position.

Outside of the office, we invest in your well-being and learning & development with stipends and reimbursement programs.
The range listed is just one component of CLEAR's total compensation package for employees and other rewards may include annual bonuses, commission, Restricted Stock Units.
Salaries will vary depending on various factors which include, but are not limited to location, education, skills, experience and performance.

At CLEAR, we help YOU move forward - because when you're at your best, we're at our best.
You'll work with talented team members motivated by our mission of making experiences safer and easier.
We are committed to a transparent and secure hiring process.

CLEAR provides reasonable accommodation to qualified individuals with disabilities or protected needs.
Please let us know if you require a reasonable accommodation to apply for a job or perform your job.
Examples of reasonable accommodation include, but are not limited to, time off, extra breaks, making a change to the

This listing is sourced directly from CLEAR - Corporate's careers page and normalized into a canonical job model.