Senior Customer Support Specialist, Financial Integrity

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $60k - $80k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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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

• Support the customer support team and protect the platform and customers • Investigate fraudulent activity • Ensure escalations are handled correctly • Refine protocols • Serve customers and consumers • Use internal tools and third-party systems to monitor transactions, account behavior, and activity for signs of fraud or abuse • Take appropriate action to prevent loss • Identify trends and emerging fraud signals • Contribute to detection rules and automation strategies • Collaborate with Trust & Safety, Finance, and Engineering teams to resolve systemic issues • Continuously refine escalation protocols • Maintain comprehensive knowledge of the Empower platform, including driver and rider mobile applications • Correspond with customers and consumers via phone and email • Support recruitment, onboarding, and training of new team members

🎯 Requirements

• Bachelor’s degree • 3+ years of experience dealing with financial fraud and integrity • Strong analytical skills and familiarity with fraud detection tools and techniques • Detail-oriented, high-energy, driven problem-solver with an exceptional work ethic and desire to be part of a team disrupting the status quo • Experience using CRM tools like Zendesk or similar platforms • Professional experience in finance, accounting roles, or at a financial institution (preferred experience) • Experience handling sensitive records (preferred experience) • Must work a Thursday–Monday schedule • Must be available to timely handle issues on evenings and holidays • Must be located in the United States

🏖️ Benefits

• Equity • Performance-based bonus • Competitive benefits • Opportunity to be part of a great team improving the lives of gig workers

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