Team Lead, Member Care - Las Vegas

Location: Las Vegas, NV, United States; onsite team leadership role

Salary: $55,000–$65,000 per year, plus a target bonus

Company

hirify.global operates a secure identity platform that supports safer, easier experiences across airports, stadiums, and everyday services.

What you will do

• Lead, coach, and develop Member Care specialists across support channels.
• Manage daily queue performance, staffing adjustments, attendance, adherence, SLAs, and productivity.
• Track CSAT, QA, productivity, and SLA KPIs and use data to improve operations.
• Conduct regular one-to-ones, provide ongoing coaching, and implement performance improvement plans.
• Ensure compliance with internal policies, documentation standards, and regulatory requirements.
• Handle escalated and sensitive member issues and support hiring, onboarding, and development.

Requirements

• 2–5+ years of experience in customer support or a call center environment.
• Prior people-management experience is preferred.
• Strong coaching, performance-management, communication, and stakeholder-influence skills.
• Experience with CRM systems, workforce-management tools, Looker, or similar analytics platforms.
• Ability to analyze data and translate insights into operational improvements.
• Flexibility to adjust schedules and support business needs in a fast-paced environment.

Culture & Benefits

• Three weeks of paid time off, increasing with tenure, plus 10 company-paid holidays.
• $100 monthly wellness stipend and comprehensive medical, dental, vision, insurance, disability, and life benefits.
• 401(k) retirement plan with company match.
• Paid parental, family, military, and bereavement leave, plus emotional well-being assistance.
• Ongoing training and development programs.
• Free hirify.global memberships for the employee and one other person, plus discounted memberships for three friends.