Empower is hiring an overnight Customer Support Manager to lead 4–6 remote agents supporting its driver and rider platform. You'll coach employees, oversee customer escalations, improve support workflows, conduct quality reviews, and assist with hiring and onboarding. Applicants need 5+ years in customer support or trust and safety, including 2+ years in leadership, experience with Zendesk or similar tools, and a college degree. The role pays $70,000–$90,000 annually plus equity and performance bonus. Overnight and weekend shifts are required, along with daytime availability for training and meetings.
Key responsibilities
Lead, coach, and manage a remote team of 4–6 customer support agents.
Maintain reliable support coverage and service quality.
Set performance expectations and conduct regular one-on-ones.
Complete performance reviews and support employee development.
Improve customer escalation protocols and team workflows.
Assist with recruiting, onboarding, and training support staff.
Perform quality reviews, ticket audits, and root cause analysis.
Maintain knowledge of driver and rider mobile applications.
Ensure timely customer support through phone and email.
Identify and escalate recurring issues and emerging trends.
Required qualifications
5+ years of experience in customer support or trust and safety.
2+ years in a management or team lead role.
College degree.
Experience using Zendesk or similar CRM tools.
Excellent written and verbal communication skills.
Strong judgment and decision-making abilities.
Excellent attention to detail and problem-solving skills.
Professional, collaborative, team-first attitude.
Ability to manage sensitive or ambiguous customer situations.
Availability for overnight shifts from 12 AM to 8 AM Eastern, including weekends.
Availability during standard business hours for training and meetings.
Preferred qualifications
No separate preferred qualifications are listed by the employer.
Degree and experience
Degree
Associate degree
Experience
Mid level
Security level
Background check
Location and eligibility
Eligible:
Location not stated
Exclusions:
None stated
Work arrangement:
Remote
Remote does not always mean worldwide. Only the locations listed here were confirmed with the employer.
Schedule and time zone
Schedule
Overnight, 12 AM–8 AM ET; weekends required; daytime meetings and training
Time zone
Eastern Time
Benefits
Equity compensation opportunity
Performance-based bonus opportunity
Competitive benefits package; individual benefits not specified
Fully remote work arrangement
Benefits and incentive eligibility subject to employer terms
Visa sponsorship
The employer states sponsorship is not available for this role.
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