Senior Customer Support Specialist, Safety (TH-M)

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

Company Overview:

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 Specialist (Safety), you will be responsible for supporting the customer support team, overseeing high priority escalations, and protecting our platform and customers. This role will report to the Manager of Trust and Safety, and will work closely with our 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 serving customers and consumers experiencing sensitive challenges.

This is a remote position from anywhere in the United States. This role requires aThursday - Monday work week and being available to timely handle issues that arise on evenings and holidays.

Detailed Responsibilities:

• Own incident response processes for safety escalations
• Consistently communicate with customers and consumers with empathy, clarity, and professionalism
• Act as a resource for the broader Customer Support organization, providing guidance, coaching, and real-time support when frontline agents encounter 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 in line with evolving support demands

Candidate Requirements:

• Bachelor’s degree
• 5+ years of experience in customer support
• 1+ year of experience handling safety related customer support issues
• 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
• Experience using CRM tools like Zendesk or similar platforms

What do we offer?

• Competitive compensation: $60,000 – $80,000 base salary (based on experience) + equity + performance-based bonus + competitive benefits
• Being part of a great team to better the lives of gig workers