Customer Support Manager

🔥 6 minutes ago

🇺🇸 United States – Remote

💵 $70k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Empower

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2019

🚗 Transport

🏪 Marketplace

💰 $358k Early Stage VC on 2022-10

Transport • Marketplace

Empower is a decentralized rideshare platform that lets drivers set their own rates and receive 100% of the fare (Empower takes zero commission). The service offers driver and rider mobile apps, enables riders to request favorite or same-gender drivers for safety, and advertises lower average rider costs (about 20% less than competitors). Empower emphasizes driver-focused features (local customer support, business tools, subscription-based model) and reports metrics such as 35M+ rides, 1M+ riders, and $600M+ driver earnings. The company positions itself as returning transportation decisions to drivers and riders rather than providing transportation directly.

📋 Description

• Lead, coach, and manage a remote support team of 4–6 Customer Support agents • Ensure 24/7 service coverage and excellence • Set clear performance expectations and conduct regular 1:1s and performance reviews • Support professional development and foster a collaborative, inclusive, high-performance culture • Refine escalation protocols and team workflows to optimize speed and accuracy • Support recruitment, onboarding, and training of new team members • Scale quality assurance processes, including ticket audits, coaching sessions, and root cause analysis • Maintain comprehensive knowledge of the Empower platform, including driver and rider mobile applications • Ensure timely correspondence with customers and consumers via phone and email • Escalate issues and trends requiring broader attention • Report directly to the VP of Customer Experience

🎯 Requirements

• 5+ years of experience in customer support or trust & safety • 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 • Availability to work Thursday–Monday, including evenings and holidays • Availability during standard business hours for training and team meetings • Successful applicants must complete a background check

🏖️ Benefits

• Equity • Performance based bonus • Competitive benefits • Being part of a great team to better the lives of gig workers

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