Senior Customer Support Specialist, Safety

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

📋 Description

• Oversee the incident response procedures for safety-related escalations

• Maintain consistent communication with customers and consumers, demonstrating empathy, clarity, and professionalism

• Serve as a resource for the wider Customer Support team by offering guidance, coaching, and immediate assistance when frontline agents face sensitive matters

• Continuously improve escalation procedures

• Ensure prompt communication with customers and consumers through phone and email

• Assist in the recruitment, onboarding, and training of new team members in accordance with changing support needs

• Report directly to the Manager of Trust and Safety and collaborate closely with the customer support team

• Contribute to Empower’s mission of transforming the gig economy, allowing drivers to achieve a sustainable income

⛳️ Requirements

• Bachelor’s degree

• Over 5 years of experience in customer support

• At least 1 year of experience in managing safety-related customer support issues

• Knowledge of incident response, crisis management, and safety protocols

• Detail-oriented, energetic, driven problem-solver with a strong work ethic and a passion for being part of a team that challenges the norm

• Excellent written and verbal communication skills

• Proficient in using CRM tools such as Zendesk or other similar platforms

• Availability for a Thursday–Monday work schedule

• Readiness to address issues promptly during evenings and holidays

🏝️ Benefits

• Equity

• Performance-based bonus

• Competitive benefits package

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