Director of Customer Support - Remote

Overview

Empower is looking for a Director of Customer Support to lead our Customer Support team, focusing on training and development, process optimization and operational efficiencies, relationship management, and data analysis to measure team performance.

In Short

• Manage, mentor, and coach the Customer Support team.
• Oversee hiring functions to scale the team and drive process improvements.
• Identify, track, and manage key performance indicators (KPIs).
• Provide data-driven insights to the leadership team on Customer Support performance.
• Facilitate relationship-building across the Customer Support team.
• Act as the voice of the customer, advocating for customer needs.

Requirements

• 7+ years of management experience, with at least 3+ years managing a Customer Support team.
• Proven track record of success in driving performance toward business objectives.
• Deep understanding of Customer Support tools such as Zendesk.
• Experience managing outsourced vendors in global locations.
• Passionate about leveraging AI to transform customer support.
• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced startup environment.

Benefits

• Competitive salary and generous equity.
• 100% coverage for medical, dental, vision, and life insurance.
• The chance to thrive in a small, focused team.
• A virtual first environment built on trust and outcomes.
• Twice-yearly company onsites for team connection.
• Ongoing opportunities for development.