Remote Customer Support Manager - Lead 24/7 Team

Empower; United States; A distancia; USD 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Base salary

Equity

Performance-based bonus

Competitive benefits

Background check

Descripción de la vacante

Empower is seeking a Sr. Manager to lead a remote 4–6 person customer support team. You will coach, set performance expectations, and drive a high‑performance culture while handling escalations and optimizing workflows. The role requires Thursday–Monday shifts, training during business hours, and a background check.

Ideal candidates have 5+ years in customer support with 2+ in management, experience with Zendesk, and a college degree. Competitive salary and equity are offered, with benefits.

Formación

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

Responsabilidades

• 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.

Conocimientos

Leadership

Customer support

Communication

Decision making

Team collaboration

Educación

College degree

Herramientas

Zendesk

Descripción del empleo

Empower is seeking a Sr. Manager to lead a remote 4–6 person customer support team. You will coach, set performance expectations, and drive a high‑performance culture while handling escalations and optimizing workflows. The role requires Thursday–Monday shifts, training during business hours, and a background check.

Ideal candidates have 5+ years in customer support with 2+ in management, experience with Zendesk, and a college degree. Competitive salary and equity are offered, with benefits.