Customer Service Support Manager (Thursday - Monday)

Role overview

As a Customer Service Support Manager, you will support and lead a remote US-based customer support team. Reporting to the VP of Customer Experience, you’ll manage day-to-day operations, coach agents, and use data and analytics to improve process quality, speed, and accountability.

Responsibilities

• Lead and manage a remote support team to ensure 24/7 coverage and high service quality
• Set clear performance expectations, run regular 1:1s, conduct performance reviews, and support professional development
• Maintain a collaborative, inclusive, high-performance remote culture
• Continuously improve escalation protocols, SOPs, and team workflows to increase speed and accuracy
• Support recruitment, onboarding, and training as support demand evolves
• Scale quality assurance using ticket audits, coaching, and root cause analysis for recurring issues
• Maintain deep understanding of the Empower platform (driver and rider mobile apps)
• Ensure timely customer communication via phone and email
• Ensure timely escalation of issues and trends needing broader attention

Requirements

• 5+ years experience in customer support or trust & safety, including 2+ years in a management or team lead role
• Proven experience leading remote teams in high-pressure environments
• Strong judgment and decision-making skills in sensitive/ambiguous situations
• Detail-oriented, high-energy, driven problem-solver with strong work ethic
• Excellent written and verbal communication
• Analytical mindset and experience with CRM tools such as Zendesk (or similar)
• Flexible schedule for weekends, evenings, and holidays

Preferred experience

• Experience in compliance, trust & safety, security, legal, or law enforcement

What’s offered

• $70,000–$90,000 base salary (based on experience) + equity + performance-based bonus + competitive benefits
• Opportunity to help improve the lives of millions of gig workers

Notes

• Final candidates must complete a background check.
• The company is not accepting submissions from external recruiters.