AI Support Specialist - Remote

Overview

Empower is hiring an AI Support Specialist to take ownership of our AI Agent and help us deliver fast, accurate, and scalable support to our customers.

In Short

• Ensure that our AI Agent is resolving customer questions quickly and accurately
• Review conversations and performance data to spot patterns and identify what needs fixing
• Work with Product, Engineering, and Support to roll out improvements and expand what the AI can handle
• Prioritize automation opportunities based on what you're seeing in the data and from customers
• Recommend changes to content, workflows, or integrations that would make the experience smoother
• Monitor how the AI is performing and share updates with the broader team
• Influence how we support customers more broadly based on your learnings, not just through AI

Requirements

• 4+ years of experience in customer support, customer experience, or support operations
• Background in fintech preferred but not required
• A track record of working on cross-functional projects and getting things done
• Strong communication skills and the ability to turn customer insights into clear recommendations
• Proficient in maintenance of enterprise-level conversational AI and virtual agent platforms
• Comfortable working with data dashboards or support analytics tools
• Familiarity with APIs and a basic understanding of how systems connect behind the scenes
• Bonus if you’ve worked with version control tools like Git or have some experience with programming, but it’s not required

Benefits

• Competitive salary and generous equity in a profitable, fast growing company.
• 100% coverage for medical, dental, vision, and life insurance, plus a generous WFH reimbursement.
• The chance to thrive in a small, focused team where your contributions directly shape outcomes for our business and customers.
• A virtual first environment built on trust and outcomes.
• Twice-yearly company onsites where we come together to connect, learn, and build for the future!
• Ongoing opportunities for development in a dynamic, supportive, and creative environment.