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. Own agent performance metrics across internal and external support teams, using data to drive improvements in CSAT, AHT, and QA scores. Partner with Escalations and Shared Services teams to design and implement scalable tooling, automation, and AI solutions that elevate both customer and agent experience. Lead initiatives to improve support readiness for new product launches and seasonal surges, including capacity planning and knowledge base development.