Senior Customer Support Associate

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Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their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