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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.

Customer Service Support Manager (Thursday - Monday)