Overnight Remote Customer Support Manager (24/7)

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

Benefits offered by this job

Equity

Performance bonus

Competitive benefits

Job summary

Empower is seeking an overnight Customer Support Manager to lead a remote team of 4–6 agents from 12AM–8AM EST, with weekend shifts and training during business hours. You will guide performance, scale QA, and recruit/train new staff while maintaining high service standards on the Empower platform for drivers and riders.

The role requires 5+ years in customer support with 2+ years in management, strong judgment, excellent communication, and Zendesk experience.

Qualifications

• 5+ years in customer support or trust & safety with 2+ years in a management role.
• Excellent judgment in sensitive or ambiguous situations.
• Detail-oriented, high-energy, problem-solver with a strong work ethic.
• Polished written and verbal communication.
• Experience with Zendesk or similar CRM tools.
• Team-first mentality and professional attitude.
• 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, 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.
• Scale quality assurance processes, including ticket audits and root cause analysis of recurring issues.
• Maintain a comprehensive understanding of the Empower platform, including driver and rider apps.
• Ensure timely correspondence with customers and consumers via phone and email.
• Escalate issues and trends that require broader attention.

Skills

Team leadership

Customer support

Communication

Problem solving

Training & coaching

Education

Bachelor's degree

Tools

Zendesk

Job description

Empower is seeking an overnight Customer Support Manager to lead a remote team of 4–6 agents from 12AM–8AM EST, with weekend shifts and training during business hours. You will guide performance, scale QA, and recruit/train new staff while maintaining high service standards on the Empower platform for drivers and riders.

The role requires 5+ years in customer support with 2+ years in management, strong judgment, excellent communication, and Zendesk experience.