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. Originally posted on Himalayas