Senior Customer Support Manager (Safety)

Driveempower; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

A leading startup is seeking a Senior Customer Support Manager (Safety) to oversee escalations within a mission-critical team, focusing on customer safety and improving support processes. The role requires strong judgment, decision-making abilities, and relevant experience managing remote teams, offering a competitive salary and equity.

Benefits

Competitive compensation

Equity and performance-based bonus

Comprehensive benefits

Qualifications

• 5+ years of experience in customer support or trust & safety.
• 2+ years in a management or team lead role.
• Experience working with remote teams in high-pressure environments.

Responsibilities

• Oversee escalations from a remote team of specialists.
• Own incident response processes for high-impact situations.
• Collaborate with Trust & Safety and other teams to improve workflows.

Skills

Judgment

Decision-making

Problem-solving

Communication

Empathy

Tools

CRM tools (Zendesk)

Job description

Empower is a fast-growing startup that is on a mission to transform the gig economy, so that hard-working drivers can earn a sustainable living. If you want to be an integral member of a team that is disrupting Uber and cares about making a difference for gig economy workers, then we’d like to hear from you.

Role Overview:

As a Senior Customer Support Manager (Safety), you will be responsible for supporting the customer support team, and overseeing high priority escalations. This role will report to the VP of Customer Experience, and will work closely with our remote US-based customer support team.

This is a mission-critical position requiring attention to detail, fast decision-making, and empathy under pressure. You’ll be responsible for ensuring escalations are handled correctly, refining our escalation protocols, and serving customers and consumers experiencing sensitive challenges.

This is a remote position from anywhere in the United States. This role requires being available to timely handle issues that arise on weekends, evenings, and holidays.

Detailed Responsibilities:

• Oversee escalations from a remote team of specialists focusing on urgent, complex, and safety-related customer and consumer inquiries
• Own incident response processes for high-impact situations, such as safety escalations
• Collaborate with Trust & Safety, Finance, and Engineering teams to resolve systemic issues and improve workflows
• Continuously refine escalation protocols, SOP’s, and team workflows to optimize speed and accuracy
• 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
• Support recruitment, onboarding, and training of new team members in line with evolving support demands

Candidate Requirements:

• 5+ years of experience in customer support or trust & safety, with 2+ years in a management or team lead role
• Proven experience working with remote teams in high-pressure environments
• Exceptional judgment and decision-making skills, particularly in sensitive or ambiguous situations
• Familiarity with incident response, crisis management, and safety protocols
• Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic and a desire to be part of a team disrupting the status quo
  Polished written and verbal communication skills
• Analytical mindset with experience using CRM tools like Zendesk, or similar platforms
• Flexible schedule, allowing for weekend and evening work
• Team-first mentality and a professional attitude

Preferred Experience:

• Professional experience in compliance, trust & safety, security, legal, or law enforcement

What Do We Offer?

• Competitive compensation: $80,000 – $100,000 base salary (based on experience) + equity + performance based bonus + competitive benefits
• Being part of a great team to better the lives of gig workers

If you are interested in this position, please send your resume to [e-mail]. At this time, we are not accepting submissions from external recruiters.