Key skills
Customer SupportTrust & SafetyCRM Tools - ZendeskPerformance ManagementQuality AssuranceRoot Cause AnalysisEscalation ProtocolsRemote Team ManagementCRMCommunication
About this role
Empower is a fast-growing startup that is on a mission to transform the gig economy. As a Customer Support Manager, you will be responsible for managing a remote customer support team, overseeing daily operations, and using data to improve processes and team accountability.
Responsibilities:
- 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 across remote environments
- Continuously refine escalation protocols, SOP’s, 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
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
- 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
- College degree
- Professional experience in compliance, trust & safety, security, legal, or law enforcement