Remote Customer Support Manager - 24/7 Leader for Growth

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 a fast-moving startup transforming the gig economy. This role manages a remote team of 4-6 Customer Support agents reporting to the VP of Customer Experience.

You will lead, coach, and scale QA, refine escalation protocols, recruit and train new team members, and ensure timely customer communication on phone and email. The ideal candidate has 5+ years in customer support with leadership and Zendesk experience.

Qualifications

• 5+ years in customer support or trust & safety, with 2+ years in a management or team lead role.
• Exceptional judgment in sensitive or ambiguous situations.
• Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic.
• Polished written and verbal communication skills.
• Experience with Zendesk or similar CRM tools.
• Team-first mentality and a 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 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

Team leadership

Customer support

Zendesk

Communication

Problem solving

Education

College degree

Tools

Zendesk

Job description

Empower is a fast-moving startup transforming the gig economy. This role manages a remote team of 4-6 Customer Support agents reporting to the VP of Customer Experience.

You will lead, coach, and scale QA, refine escalation protocols, recruit and train new team members, and ensure timely customer communication on phone and email. The ideal candidate has 5+ years in customer support with leadership and Zendesk experience.