Customer Support Lead - Remote

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.