Senior Customer Support Specialist, Safety (TH-M)

Empower

83d•$60,000 - $80,000•Remote

About The Position

Empower is a fast-growing startup working to transform the gig economy and help drivers earn a sustainable living. The Senior Customer Support Specialist (Safety) supports the customer support team, oversees high-priority escalations, and helps protect the platform and its customers. The role reports to the Manager of Trust and Safety and works closely with the customer support team. This mission-critical position requires attention to detail, fast decision-making, and empathy under pressure when serving customers and consumers experiencing sensitive challenges. It is remote from anywhere in the United States and follows a Thursday–Monday work week, with availability to handle issues promptly on evenings and holidays.

Requirements

Bachelor’s degree.
At least 5 years of experience in customer support.
At least 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 such as Zendesk or similar platforms.

Responsibilities

Own incident response processes for safety escalations.
Communicate with customers and consumers with empathy, clarity, and professionalism.
Provide guidance, coaching, and real-time support to frontline agents handling sensitive issues.
Continuously refine escalation protocols.
Ensure timely correspondence with customers and consumers by phone and email.
Support recruitment, onboarding, and training of new team members in line with evolving support demands.