Remote Customer Support Manager — Equity & Performance Bonus

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 a Senior Customer Support Manager to lead a remote team of 4–6 agents reporting to the VP of Customer Experience. You will drive performance, coach supervisors, and optimize processes while ensuring 24/7 coverage and client satisfaction.

The role requires 5+ years in customer support with 2+ in management, strong judgment, and excellence in written and verbal communication; Zendesk or similar CRM experience is preferred.

Qualifications

• 5+ years of customer support or trust & safety experience, with 2+ years in a management or team-lead role.
• Exceptional judgment and decision-making in sensitive or ambiguous situations.
• Polished written and verbal communication skills.
• Experience with Zendesk or similar CRM tools.
• Team-first attitude and professional demeanor.

Responsibilities

• Lead, coach, and manage a remote support team for 24/7 service.
• Set performance expectations; conduct 1:1s and reviews.
• Foster a collaborative, high-performance culture.
• Refine escalation protocols and team workflows.
• Support recruitment, onboarding, and training.

Skills

Customer support leadership

People management

Communication skills

Zendesk

Team collaboration

Education

College degree

Tools

Zendesk

Job description

Empower is seeking a Senior Customer Support Manager to lead a remote team of 4–6 agents reporting to the VP of Customer Experience. You will drive performance, coach supervisors, and optimize processes while ensuring 24/7 coverage and client satisfaction.

The role requires 5+ years in customer support with 2+ in management, strong judgment, and excellence in written and verbal communication; Zendesk or similar CRM experience is preferred.