Customer Service Support Manager (Thursday - Monday)

Company Overview

Empower is a rapidly expanding startup dedicated to revolutionizing the gig economy by enabling hardworking drivers to earn a sustainable income. If you want to play a key role on a team that challenges established ride-sharing platforms like Uber and genuinely cares about improving conditions for gig economy workers, we want to hear from you.

Role Overview

As a Customer Support Manager, you will lead and support the remote US-based customer support team. Reporting directly to the VP of Customer Experience, you will oversee daily operations and utilize data-driven insights to enhance processes, maintain quality, and uphold team accountability. This is a hands-on, fully remote role based anywhere in the United States, requiring availability to promptly address issues during weekends, evenings, and holidays.

Key Responsibilities

• Manage, coach, and lead a remote customer support team to provide continuous 24/7 service coverage and ensure excellent support standards.
• Establish clear performance goals, conduct regular one-on-one meetings, perform performance reviews, and foster professional growth.
• Promote a collaborative, inclusive, and high-performing culture within remote team settings.
• Regularly update escalation protocols, standard operating procedures, and team workflows to maximize efficiency and accuracy.
• Assist with recruitment, onboarding, and training of new team members to align with evolving support requirements.
• Enhance quality assurance activities such as ticket audits, coaching, and root cause analysis for recurring problems. Maintain thorough knowledge of the Empower platform, including both driver and rider apps.
• Ensure timely communication with customers through phone and email channels.
• Promptly escalate significant issues and trends that need wider organizational attention.

Candidate Requirements

• At least 5 years of experience in customer support or trust & safety fields, including a minimum of 2 years in a managerial or team leadership role.
• Demonstrated ability to effectively manage remote teams under high-pressure conditions.
• Excellent judgment and decision-making skills, especially in sensitive or unclear contexts.
• Detail-focused, energetic, and driven problem-solver with a strong work ethic and passion for disrupting the status quo.
• Outstanding written and verbal communication capabilities.
• Strong analytical abilities and experience with CRM systems such as Zendesk or similar platforms.
• Willingness to work flexible hours, including weekends and evenings.
• Team-oriented mindset combined with a professional demeanor.
• Bachelor’s degree or equivalent.

Preferred Experience

• Background in compliance, trust & safety, security, legal, or law enforcement sectors is advantageous.

Compensation & Benefits

• Competitive base salary ranging from $70,000 to $90,000 annually, depending on experience.
• Equity ownership opportunities.
• Performance-based bonus scheme.
• Comprehensive benefits package.
• Opportunity to contribute to a team working to improve the lives of millions.

Additional Information

Successful candidates must pass a background check. Currently, external recruiter submissions are not being accepted.