Customer Support Manager

Empower is a fast-growing startup dedicated to transforming the gig economy for drivers. The Customer Support Manager will oversee a remote team, managing operations and improving processes to ensure high-quality customer service.

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 across remote environments
• Continuously refine escalation protocols, SOP’s, 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

Requirements:

• 5+ years of experience in customer support or trust & safety, with 2+ years in a management or team lead role
• Proven experience working with remote teams in high-pressure environments
• 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
• Analytical mindset with experience using CRM tools like Zendesk, or similar platforms
• Flexible schedule, allowing for weekend and evening work
• Team-first mentality and a professional attitude
• College degree
• Professional experience in compliance, trust & safety, security, legal, or law enforcement