Customer Support Manager – 12AM-8AM ET

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and oversee a remote support team of 4–6 Customer Support agents.

• Guarantee 24/7 service coverage and maintain high standards of excellence.

• Establish clear performance objectives and conduct regular one-on-one meetings and performance evaluations.

• Encourage professional growth and development.

• Promote a collaborative, inclusive, and high-performance work environment.

• Enhance escalation protocols and team workflows to improve efficiency and precision.

• Assist in the recruitment, onboarding, and training of new team members.

• Scale quality assurance initiatives, including ticket audits, coaching sessions, and root cause analysis.

• Maintain a thorough understanding of the Empower platform, including both driver and rider mobile applications.

• Communicate with customers and consumers through phone and email correspondence.

• Identify and escalate issues and trends that require broader attention.

• Report directly to the VP of Customer Experience.

⛳️ Requirements

• Minimum of 5 years of experience in customer support or trust & safety.

• At least 2 years in a management or team lead position.

• Outstanding judgment and decision-making abilities, especially in sensitive or ambiguous circumstances.

• Detail-oriented, high-energy, proactive problem-solver with an exceptional work ethic.

• Passionate about being part of a team that challenges the status quo.

• Excellent written and verbal communication skills.

• Familiarity with Zendesk or comparable CRM tools.

• Team-oriented mindset and a professional demeanor.

• Bachelor's degree.

• Willingness to work overnight shifts from 12 AM to 8 AM ET.

• Availability for weekend shifts.

• Availability during standard business hours for training and team meetings.

• Successful candidates must pass a background check.

🏝️ Benefits

• Equity.

• Performance-based bonus.

• Competitive benefits.

• Opportunity to be part of a team enhancing the lives of gig workers.