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 outstanding customer experiences with every interaction.
Job listings
Refine and optimize support processes with a strong emphasis on quality, content, and efficiency. Review both agent and AI responses to ensure they’re accurate, relevant, and uphold standards; update and maintain support materials to drive consistency; and identify and fix any process breakdowns. Craft effective prompts for our AI chatbot.
$64,300–$80,400
USD/year
Manage support operations for Dr. Marty Pets, ensuring high-quality agent performance, up-to-date documentation, and smooth escalation handling to maintain exceptional CSAT and operational excellence. Lead development of DMP support QA systems and documentation updates. Monitor call drivers and recurring support themes, and surface product issues to internal teams.
As a Customer Support Team Lead, you will play a crucial role in shaping our customer experience strategy, implementing efficient support processes, and fostering a culture of excellence within the Customer Support team. The role includes team leadership, customer experience strategy, operational excellence, and cross-functional collaboration.
This role will evaluate customer interactions, ensure adherence to quality standards, and provide actionable feedback to improve service delivery and customer satisfaction. This role focuses on monitoring and evaluating customer service interactions, it does not involve software testing. The candidate must reside within the continental US.