Customer Support Manager (12AM-8AM ET)

Empower

7d • $70,000 - $90,000 • Remote

About The Position

Empower is a fast-growing startup on a mission to transform the gig economy so that hard-working drivers can earn a sustainable living. This role is an overnight position (12 AM to 8 AM EST) and requires weekend shifts. The Customer Support Manager will lead a team of 4-6 Customer Support agents and report directly to the VP of Customer Experience. Candidates must also be available during standard business hours for training and team meetings.

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

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

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager