Overnight Customer Support Manager — 24/7 Team Lead + Equity

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

Benefits offered by this job

Equity

Performance-based bonus

Competitive benefits

Job summary

Empower is seeking an overnight Customer Support Manager in the United States to lead a remote team of 4–6 agents reporting to the VP of Customer Experience. The shift is 12 AM–8 AM EST with weekend coverage, and training hours will follow during standard business hours.

You will mentor the team, set clear performance expectations, refine escalation protocols, recruit and onboard new members, and drive QA to ensure timely, accurate support for drivers and riders alike.

Qualifications

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

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 and reviews.
• Foster a collaborative, inclusive, high-performance culture.
• Refine escalation protocols and team workflows to optimize speed and accuracy.
• Support recruitment, onboarding, and training of new team members.
• Scale QA processes, including ticket audits and root-cause analysis.
• Maintain understanding of the Empower platform for drivers and riders.
• Ensure timely correspondence with customers by phone and email.
• Escalate issues and trends for broader attention.

Skills

5+ years in customer support

2+ years in management

Polished written communication

Verbal communication

Zendesk experience

Team leadership

Education

College degree

Tools

Zendesk

Job description

Empower is seeking an overnight Customer Support Manager in the United States to lead a remote team of 4–6 agents reporting to the VP of Customer Experience. The shift is 12 AM–8 AM EST with weekend coverage, and training hours will follow during standard business hours.

You will mentor the team, set clear performance expectations, refine escalation protocols, recruit and onboard new members, and drive QA to ensure timely, accurate support for drivers and riders alike.