Note: The job is a remote job and is open to candidates in USA. Empower is a fast-growing startup working to transform the gig economy and improve the livelihoods of gig economy workers. The Customer Support Manager will lead a remote team of 4–6 agents, ensuring 24/7 support coverage, developing team performance, refining workflows and escalation processes, and maintaining service quality. The role also oversees recruitment, training, customer correspondence, platform knowledge, and escalation of critical issues.
Responsibilities
- Lead, coach, and manage a remote support team to ensure 24/7 service coverage and excellence
- Set clear performance expectations, conduct regular 1:1s, performance reviews, and support professional development
- Foster a collaborative, inclusive, and high-performance culture
- Continuously refine escalation protocols, and team workflows to optimize speed and accuracy
- Support recruitment, onboarding, and training of new team members in line with evolving support demands
- Scale quality assurance processes, including ticket audits, coaching sessions, and root cause analysis of recurring issues
- Maintain a comprehensive understanding of the Empower platform, including both the driver and rider mobile applications
- Ensure timely correspondence with customers and consumers via phone and email
- Ensure the timely escalation of issues and trends that require broader attention
Skills
- 5+ years of experience in customer support or trust & safety, with 2+ years in a management or team lead role
- Exceptional judgment and decision-making skills, particularly in sensitive or ambiguous situations
- Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic and a desire to be part of a team disrupting the status quo
- Polished written and verbal communication skills
- Experience with Zendesk or similar CRM tools
- Team-first mentality and a professional attitude
- College degree
Benefits
- Fully Remote
- Equity
- Performance based bonus
Company Overview