EmpowerEM

Head of Customer Support and Operations

Our mission is to expand access to fair credit to give anyone the opportunity to improve their financial security and mobility. The drive, fearless thinking, and empathy we bring to our work delivers better outcomes for our community every day.

Empower

Employee count: 51-200

Salary: 225k-250k USD

United States only

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Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their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 Opportunity: Head of Customer Support and Operations

Empower is seeking a strategic Head of Customer Support and Operations to lead our front-line support and back-office teams, reporting directly to the CFO. In this critical leadership role, you’ll be 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. You'll 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. Our ideal candidate is a seasoned operations leader with a strong track record in customer-centric environments, particularly in B2C fintech or financial services.

Empower is a remote-first company. We drive connectivity through regular company offsites. Travel for company offsites is expected at a minimum 2 times a year. For this role, you will also be expected to travel to the Philippines at a minimum of 2 times a year.

How You’ll Make an Impact

  • Lead, develop, and manage both front- and back-of-house support and operations teams, ensuring seamless integration to deliver an exceptional customer experience

  • Define and execute customer support and operations strategies aligned with company goals, partnering closely with cross-functional leaders in Product, Compliance, and beyond

  • Continuously assess and optimize operational processes to drive efficiency, scalability, and quality of service

  • Track key customer satisfaction metrics and implement initiatives to improve experience, responsiveness, and resolution times

  • Leverage technology—including AI and automation—to enhance service delivery and streamline operations

  • Cultivate a high-performance culture centered on collaboration, accountability, and continuous improvement

  • Oversee outsourced support vendors, ensuring contractual and SLA compliance while identifying areas for enhancement or transition

  • Proactively identify operational risks and ensure all customer-facing processes align with regulatory requirements and internal standards


Why You’re a Great Fit

  • 8+ years of experience in operations leadership, ideally within B2C financial services or fintech

  • Demonstrated success in managing both internal teams (front-line support and back-office operations) and external vendors or outsourced partners

  • Proven ability to design and execute customer support strategies, with strengths in process optimization and technology-led transformation (including AI implementation)

  • Data-driven decision maker with expertise in defining, tracking, and optimizing key performance indicators

  • Skilled at building strong cross-functional relationships, especially with Product and Compliance

  • Exceptional communication, leadership, and stakeholder management skills, with a customer-first mindset and a data-informed approach

Our Interview Process

  1. Initial Recruiter Call: A conversation to learn about your experience and what you're looking for in your next role.

  2. Hiring Manager Interview: A deeper discussion about your background and the Head of Customer Support and Operations opportunity.

  3. Skills Panel: Meet with Empower team members to discuss your expertise and problem-solving approach.

  4. Leadership Conversation: A final conversation with our CEO to discuss how you'll contribute to Empower's mission (and how we can help you achieve your career goals along the way).

Don't meet every qualification? If you're excited about this challenge and driven to innovate, we still want to hear from you!

What You'll Get at Empower

  • Meaningful Ownership: Competitive salary and generous equity in a profitable, fast growing company.

  • Complete Support: 100% coverage for medical, dental, vision, and life insurance, plus a generous WFH reimbursement.

  • High-Impact Teams: The chance to thrive in a small, focused team where your contributions directly shape outcomes for our business and customers.

  • Remote First: A virtual first environment built on trust and outcomes.

  • Team Connection: Twice-yearly company onsites where we come together to connect, learn, and build for the future (our last few have been in San Diego, Vail, and Flagstaff)!

  • Growth Path: Ongoing opportunities for development in a dynamic, supportive, and creative environment.

The Empower Way

The Empower Way is one where bold ambition meets an owner mindset, where open dialogue and spirited debate are encouraged, and where everyone works together to put our customers first. We believe diverse voices lead to the best ideas, and we foster an environment where every individual is valued, heard, and supported as part of one unified team working to change lives and build a more inclusive future.

If that sounds like you, join us and be part of a team that's helping millions of people reshape their financial futures.

About the job

Apply before

Posted on

Job type

Full Time

Experience level

Director

Salary

Salary: 225k-250k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About Empower

Learn more about Empower and their company culture.

View company profile

Empower is a high-growth financial technology company on a mission to expand access to fair credit to give anyone in the world the opportunity to improve their financial security and mobility. We dream up and launch one-of-a-kind features that help our members get money instantly whenever they need it, save for the future, and rewrite their financial story. Our members see Empower Cash Advance as a life-saver, Empower Automatic Savings as a game-changer, and the new Empower Thrive line of credit (currently in beta, launching soon) as a lifeline to low-cost borrowing and the only practical path to building good credit.

Empower is backed by Sequoia Capital, Blisce, and Icon Ventures. Inc. ranked Empower #55 in the 2022 Inc. 5000 list of the fastest-growing private companies in the US. Fast Company recognized Empower Thrive in their 2022 list of the Next Big Things in Tech.

Employee benefits

Learn about the employee benefits and perks provided at Empower.

View benefits

Full healthcare benefits

Medical, dental, and vision insurance for employees.

Generous equity package

Every employee gets equity, so you are rewarded for your best work.

Technology expense reimbursement

Since you work remotely, we want to make sure your home office is comfortable.

Work from anywhere

We accommodate all kinds of lifestyles and life stages. Come work on your terms.

View Empower's employee benefits
Claim this profileEmpower logoEM

Empower

Company size

51-200 employees

Founded in

2016

Chief executive officer

Warren Hogarth

View company profile

Similar remote jobs

Here are other jobs you might want to apply for.

View all remote jobs

9 remote jobs at Empower

Explore the variety of open remote roles at Empower, offering flexible work options across multiple disciplines and skill levels.

View all jobs at Empower

Remote companies like Empower

Find your next opportunity by exploring profiles of companies that are similar to Empower. Compare culture, benefits, and job openings on Himalayas.

View all companies

Find your dream job

Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!

Sign up
Himalayas profile for an example user named Frankie Sullivan
Empower hiring Head of Customer Support and Operations • Remote (Work from Home) | Himalayas