Customer Support Lead, Empower Finance
$100-120k
+ Offers Equity
Credit health & financial management app
Posted today
Credit health & financial management app
101-200 employees
Posted today
$100-120k
+ Offers Equity
101-200 employees
Company mission
To expand access to fair credit to give anyone in the world the opportunity to improve their financial security and mobility.
Role
Who you are
- 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’re always looking for ways to improve the experience for both customers and support agents
What the job involves
- 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
- 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
Application process
- Initial Recruiter Call: A conversation to learn about your experience and what you're looking for in your next role
- Hiring Manager Interview: A deeper discussion about your background and the Customer Support Lead role
- Skills Panel: Meet with Empower team members to discuss your expertise and approach to problem-solving
- Leadership Conversation: Final conversations with our CFO and CEO to discuss our mission and how you could contribute to it (and how we can help you achieve your career goals along the way)
Our take
An individual’s credit score greatly influences their life, affecting their ability to rent, receive loans, buy a house, and access affordable interest rates. But you have to have credit to build credit, leaving a lot of people in a catch-22 situation. Empower is a mobile-only app that makes credit more inclusive and accessible, helping customers achieve their credit health goals regardless of their credit history (or lack thereof).
Though other FinTech companies such as Mint or Personal Capital also offer impressive financial tracking for their customers, Empower’s comprehensive set of personal finance features including cash advance and automatic savings offerings make it a better choice for people who want to use a single app to manage their finances.
By empowering people to take control of their money through its range of financial services, Empower is working to break the cycle of paycheck-to-paycheck living. Backed by Blisce, Defy Ventures and Quiet Capital, the company has been significantly growing its revenue in recent years and was recognized in the 2022 Inc. 5000 list of the fastest-growing companies in the US.
Freddie
Company Specialist at Welcome to the Jungle
Insights
45% employee growth in 12 months
Trustpilot (1.9)
Company
Funding (last 2 of 3 rounds)
Sep 2022
$75m
LATE VC
Mar 2020
$20m
SERIES A
Total funding: $99.5m
Company benefits
- Generous equity package
- Full healthcare benefits
- Unlimited personal vacation
- Technology expense reimbursement
- Work from anywhere
Company HQ
Mission District, San Francisco, CA
Leadership
Warren Hogarth
(CEO)Previous Partner at Sequoia Capital and is an Early Investor/Company Builder for multiple companies.
Justin Ammerlaan
(CTO)Founder of Ammerlaan Initiatives and Co-Founder of White Room Trading. Previously worked as a Senior Software Engineer at SDM and a Technical Architect at Fujitsu.
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