Remote Otter LogoRemoteOtter

Customer Support Lead - Remote

Posted 3 days ago
Customer Service
Full Time
USA

Overview

Empower is seeking a Customer Support Lead to own our day-to-day frontline operations across all customer-facing channels, ensuring outstanding customer experiences.

In Short

  • Own agent performance metrics across support teams.
  • Work closely with the Digital Transformation team.
  • Collaborate with Vendor Manager on KPIs and training needs.
  • Partner with Escalations and Shared Services teams for scalable tooling.
  • Develop operational feedback loops with key stakeholders.
  • Build dashboards to surface key support trends.
  • Lead initiatives for new product launches and seasonal surges.
  • Champion the voice of the customer internally.

Requirements

  • 5+ years of experience in customer support or operations.
  • Experience managing frontline teams in a fast-paced environment.
  • Proven ability to manage multi-channel support.
  • Deep experience with support tech stacks like CRM and QA tools.
  • Highly analytical mindset with data experience.
  • Strong written and verbal communication skills.
  • Experience with BPOs or outsourced vendors is a plus.
  • Passion for customer advocacy and improvement.

Benefits

  • Competitive salary and equity in a growing company.
  • 100% coverage for medical, dental, and vision insurance.
  • Opportunity to thrive in a small, focused team.
  • Remote-first environment built on trust.
  • Twice-yearly company onsites for team connection.
  • Ongoing development opportunities in a supportive environment.
Empower Finance logo

Empower Finance

Empower Finance is revolutionizing the financial landscape by offering innovative solutions that provide customers with access to cash, fair credit, and the opportunity to reshape their financial futures. Utilizing advanced machine learning models, Empower evaluates creditworthiness through a more inclusive lens and delivers mobile-first products such as Cash Advance, Thrive line of credit, and Petal credit cards. Recognized for its rapid growth, Empower has been featured on Inc. 5000’s Fastest-Growing Private Companies list and named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024. The company fosters a culture of bold goals, customer obsession, and inclusive collaboration, ensuring that diverse voices are heard and valued. With backing from prominent investors like Sequoia Capital, Empower is committed to creating impactful financial pathways for its customers while providing a supportive and equitable work environment for its employees.

Share This Job!

Save This Job!

Similar Jobs:

Synthflow AI logo

Customer Support Lead - Remote

Synthflow AI

2 weeks ago

Join Synthflow AI as a Customer Support Lead to oversee customer journey and support operations.

Germany
Full-time
Customer Service
Medvidi logo

Customer Support Lead - Remote

Medvidi

14 weeks ago

Lead the customer support operations at MEDvidi, ensuring exceptional service for patients and healthcare providers in a fully remote role.

USA
Full-time
Customer Service
Axur logo

Customer Support Leader - Remote

Axur

14 weeks ago

Join Axur as a Customer Support Leader to optimize support processes and drive customer satisfaction in a remote role.

Worldwide
Full-time
Customer Service
Sully.ai logo

Customer Support Leader - Remote

Sully.ai

19 weeks ago

Sully.ai is looking for a Customer Support Leader to build and manage their customer support function in a dynamic AI healthcare environment.

USA
Full-time
Customer Service
Clipboardhealth logo

Customer Support Team Lead - Remote

Clipboardhealth

2 weeks ago

Join Clipboard Health as a Customer Support Team Lead, where you'll coach and manage a remote team of customer support agents to ensure exceptional service.

USA
Full-time
Customer Service
$90,000 - $110,000/year