Director, Customer Support

EMPOWER OVERVIEW

Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their financial story. Today, we’re helping millions of people find financial security through machine learning models that evaluate creditworthiness using a more inclusive lens and mobile-first products: Cash Advance, Thrive line of credit, and Petal credit cards. Tomorrow? Creating even more financial paths for our customers (and their wallets) to succeed.

This year, Empower ranked #65 on Inc. 5000’s Fastest-Growing Private Companies list — our third year in a row cracking the top 100 — and was named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024. Empower was also featured by Forbes on America’s Best Startup Employers list in 2023, and our Thrive line of credit product was named by Fast Company as one of 2022’s Next Big Things in Tech.

Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Ready to grow your impact and accelerate your career? Take a look at our open roles — we can’t wait to meet you.

The Opportunity: Director, Customer Support

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. The ideal candidate is a strategic leader who understands the “voice of the customer,” and can guide the team toward achieving company goals, fostering customer retention, and ensuring the overall satisfaction of our users. We are open to multiple levels depending on the candidate’s level of experience.

Empower is a remote-first company. We drive connectivity through regular company offsites. Travel for company offsites is expected at a minimum 2 times a year. For this role, you will also be expected to travel to the Philippines at a minimum of 3 times a year.

How You'll Make an Impact

• Team Leadership:Manage, mentor, and coach the Customer Support team, in addition to overseeing offshore resources

• Growth and Optimization:Oversee hiring functions toscale the team; drive process improvements and ensure optimal resource allocation to enhance team performance

• Performance Tracking: Identify, track, and manage key performance indicators (KPIs) to measure customer success and team performance; ensure metrics are consistently met or exceeded by implementing effective performance management practices

• Data Analysis: Provide data-driven insights to the leadership team on Customer Support performance, potential risks, and opportunities for value expansion

• Relationship Management: Facilitate relationship-building across the Customer Support team, both with internal cross-functional departments and external partners/vendors

• Customer Advocacy: Act as the voice of the customer, advocating for customer needs and aligning company offerings with customer expectations

Why You're a Great Fit

• 7+ years of management experience, with at least 3+ years specifically managing a Customer Support team

• Proven track record of success in driving performance toward business objectives, achieving measurable results such as increased customer retention, growth, and satisfaction

• Deep understanding of Customer Support tools such as Zendesk (CRM), Maestro/Nice (QA), LMS, and performance management tools

• Experience managing outsourced vendors in global locations, ensuring alignment with internal goals and customer expectations

• Passionate about leveraging AI to transform customer support and drive business success

• Excellent communication, interpersonal, and presentation skills, with the ability to build strong relationships with customers and stakeholders

• Ability to thrive in a fast-paced startup environment; background in fintech is a plus

Our Interview Process

1. Initial Recruiter Call: A conversation to learn about your experience and what you're looking for in your next role.

2. Hiring Manager Interview: A deeper discussion about your background and the Director, Customer Support opportunity.

3. Skills Panel: Meet with Empower team members to discuss your expertise and problem-solving approach.

4. Leadership Conversation: A final conversation with our CEO to discuss how you'll contribute to Empower's mission (and how we can help you achieve your career goals along the way).

Don't meet every qualification? If you're excited about this challenge and driven to innovate, we still want to hear from you!

What You'll Get at Empower

• Meaningful Ownership: Competitive salary and generous equity in a profitable, fast growing company.

• Complete Support: 100% coverage for medical, dental, vision, and life insurance, plus a generous WFH reimbursement.

• High-Impact Teams: The chance to thrive in a small, focused team where your contributions directly shape outcomes for our business and customers.

• Remote First: A virtual first environment built on trust and outcomes.

• Team Connection: Twice-yearly company onsites where we come together to connect, learn, and build for the future (our last few have been in San Diego, Vail, and Flagstaff)!

• Growth Path: Ongoing opportunities for development in a dynamic, supportive, and creative environment.

The Empower Way

The Empower Way is one where bold ambition meets an owner mindset, where open dialogue and spirited debate are encouraged, and where everyone works together to put our customers first. We believe diverse voices lead to the best ideas, and we foster an environment where every individual is valued, heard, and supported as part of one unified team working to change lives and build a more inclusive future.

If that sounds like you, join us and be part of a team that's helping millions of people reshape their financial futures.