Remote Senior Safety & Customer Support Lead

Empower; United States; Remote; USD 60,000 - 80,000; Full time

Benefits offered by this job

Equity

Performance-based bonus

Competitive benefits

Job summary

Empower seeks a Senior Customer Support Specialist (Safety) to lead incident response for safety escalations and to protect our platform and users. The role reports to the Manager of Trust and Safety and collaborates with the customer support team to handle high-priority cases with composure and care.

This remote position requires a Thursday–Monday work week and availability to address issues during evenings and holidays.

Qualifications

• Bachelor’s degree required.
• 5+ years of experience in customer support.
• 1+ year handling safety related support issues.
• Familiarity with incident response, crisis management and safety protocols.
• Polished written and verbal communication skills.
• Experience using CRM tools like Zendesk or similar platforms.

Responsibilities

• Own incident response processes for safety escalations.
• Communicate with customers and consumers with empathy, clarity, and professionalism.
• Provide guidance, coaching, and real-time support to frontline agents on sensitive issues.
• Continuously refine escalation protocols.
• Ensure timely correspondence with customers and consumers via phone and email.
• Support recruitment, onboarding, and training of new team members.

Skills

Detail-oriented

Empathy under pressure

Problem-solving

Decision-making

Education

Bachelor's degree

Tools

Zendesk

Job description

Empower seeks a Senior Customer Support Specialist (Safety) to lead incident response for safety escalations and to protect our platform and users. The role reports to the Manager of Trust and Safety and collaborates with the customer support team to handle high-priority cases with composure and care.

This remote position requires a Thursday–Monday work week and availability to address issues during evenings and holidays.