Customer Intake Manager (TH-M)

Empower; United States; On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Equity

Performance-based bonus

Competitive benefits

Job summary

Empower is seeking a highly organized full-time Customer Intake Manager to lead a remote team responsible for verifying new customer information and coordinating with customers to update records. The role is 40-45 hours weekly, Thursday to Monday, with options for remote (US only) or in-person in McLean, VA.

Visa sponsorship is not available. The team collaborates across several departments to ensure data integrity and a smooth customer experience, with emphasis on accuracy, coaching, and

Qualifications

• 4+ years of professional experience, including 1+ year of management experience.
• Detail-oriented, organized, high-energy problem-solver with an exceptional work ethic.
• Polished written and verbal communication skills.

Responsibilities

• Lead, coach, and manage a remote team through training, mentoring, task delegation and evaluating performance.
• Set clear performance expectations, conduct 1:1s and performance reviews, and support development.
• Refine processes, SOPs, and workflows to optimize speed and accuracy.
• Support recruitment, onboarding, and training of new team members.
• Verify and ensure the accuracy of customer account information.
• Communicate with customers via email and messaging to keep data accurate.
• Collaborate with Customer Success and Data Analytics teams.
• Foster a collaborative, inclusive, high-performance culture across remote environments.

Skills

Detail-oriented

Communication

Leadership

Remote team management

Education

Bachelor's degree

Tools

Zendesk

Job description

Role Overview

Empower is seeking an extremely detail-oriented, responsible, and highly organized full-time Customer Intake Manager to join our team. In this role, you will be leading a team responsible for verifying the accuracy and completeness of new customer account information and for communicating and working with new customers to update their information if necessary.

This role is 40-45 hours/week, between Thursday and Monday. Remote (U.S. only), or in-person in McLean, Virginia. We are unable to sponsor visas for this position.

Detailed 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

Candidate 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

Preferred Experience

• 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

What We Offer

• Competitive compensation: $80,000 - $90,000 base salary (based on experience) + equity + performance based bonus + competitive benefits


• Being part of a great team to better the lives of millions of people

About Empower

Empower is a fast-growing, profitable startup that is on a mission to transform the gig economy, so that hard-working drivers can earn a sustainable living. Empower is revolutionizing the transportation industry. Not by providing transportation, but by providing software that puts transportation decisions back into the hands of drivers and riders. Empower provides the information and tools that drivers need to take control of their financial future and the choices that riders need to safely and affordably get from point A to point B. With Empower, both drivers and riders win. If you want to be an integral member of a team that is disrupting Uber and cares about making a difference for gig economy workers, then we’d like to hear from you.