Senior Customer Support Associate
Empower
EMPOWER OVERVIEW
Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their financial story. Today, we’re helping millions of people find financial security through machine learning models that evaluate creditworthiness using a more inclusive lens and mobile-first products: Cash Advance, Thrive line of credit, and Petal credit cards. Tomorrow? Creating even more financial paths for our customers (and their wallets) to succeed.
This year, Empower ranked #65 on Inc. 5000’s Fastest-Growing Private Companies list — our third year in a row cracking the top 100 — and was named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024. Empower was also featured by Forbes on America’s Best Startup Employers list in 2023, and our Thrive line of credit product was named by Fast Company as one of 2022’s Next Big Things in Tech.
Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Ready to grow your impact and accelerate your career? Take a look at our open roles — we can’t wait to meet you.
THE EMPOWER WAY
Great Expectations: We come up with bold, audacious goals for ourselves and go all out for impact
Owner Mindset: We give every employee latitude to act independently, make smart choices, and move the business forward
Spirited Debate: We love skeptics and seek counter opinions to challenge our personal assumptions and expand our view
Customer Obsession: We listen to understand, empathize, and create a memorable, rewarding experience for our community
Inclusive Collaboration: We believe diverse teams make the best decisions, and we strive to give diverse voices a seat at the table
No Jerks Allowed: We value our relationships and take the time to build trust and connection and communicate respectfully
WHAT EMPOWER OFFERS
Competitive salary
Generous equity package
Full healthcare benefits
Technology expense reimbursement
Virtual first environment
JOB DESCRIPTION
As a Senior Customer Support Associate, you will lead the management and resolution of escalated issues and helps to improve the overall customer experience at Empower. You will work within the Customer Support team and collaborate with cross-functional teams. In addition, you will monitor leading trends and drivers and engage proactively with the team and our customers before an escalation occurs.
RESPONSIBILITIES
Manage escalations and coordinate resolutions in partnership with the Customer Support Manager and cross-functional teams
Collaborate with the team to resolve problems, and deliver a top-notch customer experience by contributing to customer support-related projects
Develop strong knowledge of customer support pain points to assist both customers and team members
Advocate for customers from within the organization and drive changes to improve their experience
Continuously add value through effective and efficient project management, prioritization, and execution skills
QUALIFICATIONS
2-4 years in a customer support role, preferably in the fintech industry
Demonstrated passion for the customer experience, with the ability to quickly and empathetically solve problems for customers
Excellent verbal and written communication skills, with the ability to explain complex topics in easily understood, concise language
Familiarity with banking regulations and payment processes; compliance is a plus
Motivated by Empower’s mission and determined to create a seamless support experience for our customer base
Ability to communicate cross-functionally and globally
Available on some weekends and holidays if needed
At Empower, we hire for people that push themselves to understand others and seek out ways to challenge their personal assumptions. Our hope is that by fostering such an environment, we strengthen our business and relationships by putting people first. We are committed to building a diverse, inclusive, and equitable workspace where everyone (regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics) feels like they belong. Even if your experience doesn’t exactly match up to our job description, you should feel empowered to apply regardless!