Customer Support Manager (TH-M)

Empower; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Base salary

Equity

Performance-based bonus

Competitive benefits

Background check

Job summary

Empower is seeking a Sr. Manager to lead a remote 4–6 person customer support team. You will coach, set performance expectations, and drive a high‑performance culture while handling escalations and optimizing workflows. The role requires Thursday–Monday shifts, training during business hours, and a background check.

Ideal candidates have 5+ years in customer support with 2+ in management, experience with Zendesk, and a college degree. Competitive salary and equity are offered, with benefits.

Qualifications

• 5+ years in customer support or trust & safety, with 2+ years in a management role.
• Excellent judgment for sensitive or ambiguous situations.
• Detail-oriented, high-energy, driven, problem-solver with strong work ethic.
• Polished written and verbal communication skills.
• Experience with Zendesk or similar CRM tools.

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

Leadership

Customer support

Communication

Decision making

Team collaboration

Education

College degree

Tools

Zendesk

Job description

Company Overview:

Empower is a fast-growing startup that is on a mission to transform the gig economy, so that hard-working drivers can earn a sustainable living. 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.

Role Overview:

This position manages a team of 4-6 Customer Support agents and will report directly to the VP of Customer Experience.This role requires a Thursday - Monday work week and being available to timely handle issues that arise on evenings and holidays.

Additionally, this role requires candidates to be available during standard business hours for training and team meetings.

Detailed 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

Candidate Requirements:

• 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

What do we offer?

• Competitive compensation: $70,000 – $90,000 base salary (based on experience) + equity + performance based bonus + competitive benefits

• Being part of a great team to better the lives of gig workers

Successful applicants will need to complete a background check.