Director, Customer Support

Empower is seeking a Director of Customer Support to lead our Customer Support team. This role places heavy emphasis on several key areas, including training and development, process optimization and operational efficiencies, relationship management, and data analysis to precisely measure the team's performance. The ideal candidate will be a strategic leader, capable of understanding the 'voice of the customer' and guiding the team to meet company goals, bolstering customer retention, and ensuring our users' satisfaction. The Director will manage, mentor, and coach the Customer Support team, which includes overseeing offshore resources. You will also drive process improvements, ensure optimal resource allocation to enhance team performance, track KPIs, provide data-driven insights to leadership, facilitate relationship-building, and act as the voice of the customer.