Customer Support Manager (12AM-8AM ET)

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:

This position manages a team of 4-6 Customer Support agents and will report directly to the VP of Customer Experience. This role is an overnight role (12AM to 8 AM EST), and requires weekend shifts.

Additionally, this role requires candidates to be available during standard business hours for training and team meetings.

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

• Continuously refine escalation protocols, 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

• 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

• Experience with Zendesk or similar CRM tools

• Team-first mentality and a professional attitude

• College degree

What do we offer?

• Competitive compensation: $70,000 – $90,000 base salary (based on experience) + equity + performance based bonus + competitive benefits

• Being part of a great team to better the lives of gig workers

Successful applicants will need to complete a background check.

At this time, we are not accepting submissions from external recruiters.