Company Overview:
Empower is a fast-growing startup that is on a mission to transform the gig economy, so that hard-working drivers can earn a sustainable living. If you want to be an integral member of a team that is disrupting Uber and cares about making a difference for gig economy workers, then we'd like to hear from you.
Role Overview:
This position manages a team of 4-6 Customer Support agents and will report directly to the VP of Customer Experience.This role is an overnight role (12AM to 8 AM EST), and requires weekend shifts.
Additionally, this role requires candidates to be available during standard business hours for training and team meetings.
Detailed Responsibilities:
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Lead, coach, and manage a remote support team to ensure 24/7 service coverage and excellence
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Set clear performance expectations, conduct regular 1:1s, performance reviews, and support professional development
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Foster a collaborative, inclusive, and high-performance culture
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Continuously refine escalation protocols, and team workflows to optimize speed and accuracy
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Support recruitment, onboarding, and training of new team members in line with evolving support demands
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Scale quality assurance processes, including ticket audits, coaching sessions, and root cause analysis of recurring issues.
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Maintain a comprehensive understanding of the Empower platform, including both the driver and rider mobile applications
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Ensure timely correspondence with customers and consumers via phone and email
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Ensure the timely escalation of issues and trends that require broader attention
Candidate Requirements:
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5 years of experience in customer support or trust \& safety, with 2 years in a management or team lead role
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Exceptional judgment and decision-making skills, particularly in sensitive or ambiguous situations
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Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic and a desire to be part of a team disrupting the status quo
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Polished written and verbal communication skills
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Experience with Zendesk or similar CRM tools
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Team-first mentality and a professional attitude
College degree
What do we offer?
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Competitive compensation: $70,000 -- $90,000 base salary (based on experience) equity performance based bonus competitive benefits
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Being part of a great team to better the lives of gig workers
Successful applicants will need to complete a background check.
At this time, we are not accepting submissions from external recruiters.
Ursprünglich veröffentlicht auf Himalayas
