Senior Customer Support Specialist, Safety

🔥 14 minutes ago

🇺🇸 United States – Remote

💵 $60k - $80k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

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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

• Own incident response processes for safety escalations • Consistently communicate with customers and consumers with empathy, clarity, and professionalism • Act as a resource for the broader Customer Support organization, providing guidance, coaching, and real-time support when frontline agents encounter sensitive issues • Continuously refine escalation protocols • Ensure timely correspondence with customers and consumers via phone and email • Support recruitment, onboarding, and training of new team members in line with evolving support demands • Report to the Manager of Trust and Safety and work closely with the customer support team • Support Empower’s mission to transform the gig economy so drivers can earn a sustainable living

🎯 Requirements

• Bachelor’s degree • 5+ years of experience in customer support • 1+ year of experience handling safety related customer support issues • Familiarity with incident response, crisis management, and safety protocols • 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 using CRM tools like Zendesk or similar platforms • Availability for a Thursday–Monday work week • Availability to timely handle issues on evenings and holidays

🏖️ Benefits

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

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