Customer Support Manager

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

📋 Description

• Oversee, mentor, and lead a remote support team comprising 4–6 Customer Support agents.

• Guarantee 24/7 service availability and exceptional quality.

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

• Promote professional growth and nurture a collaborative, inclusive, high-performance environment.

• Enhance escalation procedures and team workflows to improve speed and accuracy.

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

• Expand quality assurance initiatives, including ticket audits, coaching sessions, and root cause evaluations.

• Retain in-depth knowledge of the Empower platform, encompassing both driver and rider mobile applications.

• Ensure prompt communication with customers and clients via phone and email.

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

• Provide direct reports 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 capacity.

• Outstanding judgment and decision-making abilities, especially in sensitive or unclear situations.

• Detail-oriented, high-energy, motivated problem-solver with a strong work ethic and a passion for challenging the status quo.

• Excellent written and verbal communication skills.

• Familiarity with Zendesk or comparable CRM systems.

• Team-oriented mindset and a professional demeanor.

• Bachelor’s degree.

• Availability to work from Thursday to Monday, including evenings and holidays.

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

• Candidates must successfully pass a background check.

🏝️ Benefits

• Equity.

• Performance-based bonus.

• Competitive benefits package.

• Opportunity to be part of a fantastic team dedicated to improving the lives of gig workers.