Customer Support Manager

Role Overview As a Customer Support Manager, you will be responsible for supporting the customer support team. This role will report to the VP of Customer Experience and manage team members of our remote US-based customer support team. You will manage a diverse team of customer support agents. Overseeing daily operations while using data and analytics to improve processes, quality, and team accountability. This is a hands‑on 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 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. 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. 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: $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. #J-18808-Ljbffr Empower