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CLEAR // biometric identity platform
New York City, United States OR Remote    Posted: Saturday, November 14, 2020
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CLEAR helps create safer, easier experiences everywhere you go. We believe you are you & by using your biometrics your eyes, face, & 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 doctors office, access your office building, & more without ever pulling out your wallet. CLEAR is currently available in 50+ airports, venues & more. Now with Health Pass, CLEAR securely connects a persons digital identity to multiple layers of COVID-related insights to help reduce public health risk & restore peace of mind.

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

CLEAR transforms what is uniquely you your fingerprints, your face, your eyes into a secure, biometric key to frictionless experiences. We are creating a world where travel is effortless, where accessing your office building is as simple as walking in, & where shopping is as easy as walking in & out of a storewithout ever once showing an ID or credit card. CLEAR currently powers secure, frictionless customer experiences in nearly 40 U.S. airports & venues. With over 2 million members so far, CLEAR is the identity platform of the future, today.

What You Will Do:

  • Serve as liaison & owner of relationship between CLEAR & Managed Service Provider for newly implemented Tier 1 Service Desk
  • Act as single point of contact for CLEAR business units to engage with the Service Desk & stand up operational support for new initiatives
  • Develop & deliver upon KPIs, SLAs & SLOs as required by the business & partnerships
  • Continuous Process Improvement of the CLEAR Service Desk in coordination with the Managed Service Provider, internal CLEAR customers, & CLEAR partnerships.
  • Evaluate & assess service delivery performance metrics & carry out survey on internal & external clients to weigh the level of service delivery
  • Keep record of daily operations for tracking of customer needs, services rendered & future reference
  • Create a mode of operations to be adhered to by team members in order to maintain good routine & orderliness
  • Delegate specific service desk responsibilities to team members to create specialization & increase service delivery pace
  • Review all client complaints, rectify issues & liaise with appropriate departments to handle complex issues in a bid to provide more effective solutions
  • Observe service desk operation techniques to determine how effective they are & implement new techniques when old ones are ineffective or outdated
  • Delivery of periodic (daily, weekly & monthly) reports on Service Desk performance & project status
  • Assist with Asset management/inventory management
  • Own Service Desk tools & platforms (Zendesk, BeyondTrust, etc)

Who You Are:

  • 10+ years of management experience including technical support & helpdesk teams
  • Direct experience managing technical support operations in an enterprise-scale, geographically distributed environment
  • Experience managing support teams in B2C & B2B environments
  • Demonstrated & documented success in managing teams that provide exceptional service to internal & external customers
  • A self-directed & collaborative team member who prioritizes customer experience above everything else
  • Showcase good interpersonal skills for customer relations
  • Ability to work under pressure in a fast-paced environment where priorities may change quickly & often
  • Must have expert working knowledge with ITSM platforms including Zendesk, JIRA, & ServiceNow
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