[Remote] Customer Support Manager

Note: The job is a remote job and is open to candidates in USA. Empower is a fast-growing startup dedicated to transforming the gig economy for drivers. The Customer Support Manager will oversee a remote team, managing operations and improving processes to ensure high-quality customer service.ResponsibilitiesLead, coach, and manage a remote support team to ensure 24/7 service coverage and excellenceSet clear performance expectations, conduct regular 1:1s, performance reviews, and support professional developmentFoster a collaborative, inclusive, and high-performance culture across remote environmentsContinuously refine escalation protocols, SOP’s, and team workflows to optimize speed and accuracySupport recruitment, onboarding, and training of new team members in line with evolving support demandsScale 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 applicationsEnsure timely correspondence with customers and consumers via phone and emailEnsure the timely escalation of issues and trends that require broader attentionSkills5+ years of experience in customer support or trust & safety, with 2+ years in a management or team lead roleProven experience working with remote teams in high-pressure environmentsExceptional judgment and decision-making skills, particularly in sensitive or ambiguous situationsDetail-oriented, high-energy, driven, problem-solver with an exceptional work ethic and a desire to be part of a team disrupting the status quoPolished written and verbal communication skillsAnalytical mindset with experience using CRM tools like Zendesk, or similar platformsFlexible schedule, allowing for weekend and evening workTeam-first mentality and a professional attitudeCollege degreeProfessional experience in compliance, trust & safety, security, legal, or law enforcementBenefitsEquityPerformance based bonusCompetitive benefitsCompany OverviewEmpower is a software company that operates and provides a ridesharing platform. It was founded in 2018, and is headquartered in Mclean, Virginia, USA, with a workforce of 11-50 employees. Its website is https://driveempower.com/.