Lead front-line support and back-office teams, reporting directly to the CFO. Responsible for designing and executing scalable, data-driven support and operations strategies that elevate the customer experience while ensuring efficiency, compliance, and alignment with company goals. Partner cross-functionally with teams like Product and Compliance, oversee outsourced vendors, and drive continuous improvement through process optimization and innovative use of technology—including AI.
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Empower is seeking a Director of Customer Support to lead the Customer Support team, focusing on training and development, process optimization and operational efficiencies, relationship management, and data analysis to measure team performance. The role involves guiding the team toward achieving company goals, fostering customer retention, and ensuring overall user satisfaction. The role involves travel to the Philippines a minimum of 3 times a year.