Customer Intake Manager

Empower is a company transforming the gig economy through software for drivers and riders. The Customer Intake Manager will lead a remote team responsible for verifying and maintaining accurate customer account information, improving intake processes, and communicating with customers and internal teams.

Responsibilities:

• Lead, coach, and manage a remote team through training, mentoring, task delegation and evaluating employee performance
• Set clear performance expectations, conduct regular 1:1s, performance reviews, and support professional development
• Continuously refine processes, SOP’s, and team workflows to optimize speed and accuracy
• Support recruitment, onboarding, and training of new team members in line with evolving demands
• Verify and ensure the accuracy of customer account information
• Communicate and work with customers via email and messaging, to ensure their account information is accurate and complete
• Work in collaboration with Empower customer success team and data analytics team
• Foster a collaborative, inclusive, and high-performance culture across remote environments

Requirements:

• 4+ years of professional experience, including 1+ year of management experience
• College degree
• Detail-oriented, organized, high-energy 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 in finance or accounting
• Experience in a customer service/experience role dealing with sensitive information (e.g. financial or health care records)
• Familiar with Zendesk