Customer Support Lead

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Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their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: Customer Support Lead

Empower is seeking a Customer Support Lead to own our day-to-day frontline operations across all customer-facing channels - including voice, email, social, and new verticals as we scale. This is a hands-on leadership role responsible for optimizing agent performance, partnering cross-functionally on automation and AI-driven support tooling, and ensuring we deliver outstanding customer experiences with every interaction. You’ll be the central point of contact for “run-the-business” (RTB) support operations and a key contributor to how we leverage data and customer insights to drive continuous improvement. This role will report to our Director of Customer Support.

Empower is a remote-first company. We drive connectivity through regular company offsites. Travel for company offsites is expected at a minimum 2 times per year. For this role, you will also be expected to travel to the Philippines 1-2 times per year.

How You’ll Make an Impact

• Own agent performance metrics across internal and external support teams, using data to drive improvements in CSAT, AHT, and QA scores

• Work closely with the Digital Transformation team ensuring that both automated and human interaction are meeting both Quality & core Satisfaction expectations.

• Collaborate closely with our Vendor Manager to align on KPIs, training needs, and staffing models, ensuring external partners consistently meet or exceed expectations

• Partner with Escalations and Shared Services teams to design and implement scalable tooling, automation, and AI solutions that elevate both customer and agent experience.

• Develop and maintain operational feedback loops with key stakeholders including: Product, Risk Operation, Compliance, Escalations, and Shared Services, to ensure issues are tracked, analyzed, and resolved quickly.

• Build dashboards and reporting mechanisms to surface key support trends and inform business decisions at the leadership level.

• Lead initiatives to improve support readiness for new product launches and seasonal surges, including capacity planning and knowledge base development

• Champion the voice of the customer internally, identifying pain points and opportunities for product or process enhancements

Why You’re a Great Fit

• 5+ years of experience in customer support or operations, ideally in a B2C fintech or financial services environment

• Experience managing frontline teams, providing coaching, performance management, and career development in a fast-paced support environment

• Proven ability to manage and optimize multi-channel support (voice, email, social), with a strong understanding of SLAs and operational KPIs

• Deep experience with support tech stacks, including CRM (ex: Zendesk), QA tools(ex: Maesto), workforce management platforms, and support center AI/automation technologies

• Highly analytical mindset, you’re comfortable digging into data, building models, and surfacing insights to inform strategy

• A natural collaborator who thrives in cross-functional environments
  Strong written and verbal communication skills, with the ability to lead meetings, influence stakeholders, and document decisions clearly

• Experience working with BPOs or outsourced vendors is a plus

• Passion for customer advocacy and a growth mindset, you’r