Remote Customer Support Manager - 24/7 Team Leader

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 a senior Customer Support Team Lead in the United States. The role manages a remote team of 4–6 agents and reports to the VP of Customer Experience. Expect a Thursday–Monday work week with training and team meetings during standard business hours.

You will guide service coverage, performance reviews, and escalation protocols while helping scale QA and recruitment to meet evolving support demands. Background checks apply.

Qualifications

• 5+ years in customer support or trust & safety
• 2+ years in a management or team lead role
• Polished written and verbal communication skills
• Experience with Zendesk or similar CRM tools
• 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, coaching sessions, 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 stakeholders via phone and email
• Escalate issues and trends that require broader attention

Skills

Leadership

Zendesk experience

Communication

Problem solving

Team management

Education

Bachelor's degree

Tools

CRM tools

Zendesk

Job description

Empower is seeking a senior Customer Support Team Lead in the United States. The role manages a remote team of 4–6 agents and reports to the VP of Customer Experience. Expect a Thursday–Monday work week with training and team meetings during standard business hours.

You will guide service coverage, performance reviews, and escalation protocols while helping scale QA and recruitment to meet evolving support demands. Background checks apply.