[Hiring] Senior Customer Support Specialist @Empower

Role Description

As a Senior Customer Support Specialist (Financial Integrity), you will be responsible for supporting the customer support team and protecting our platform and customers. This role will report to the Manager of Trust and Safety, and will work closely with our customer support team.

This is a mission-critical position requiring extreme attention to detail. You’ll be responsible for:

• Investigating fraudulent activity
• Ensuring escalations are handled correctly
• Refining protocols
• Serving customers and consumers

This is a remote position from anywhere in the United States. This role requires a Thursday - Monday work week and being available to timely handle issues that arise on evenings and holidays.

Qualifications

• Bachelor’s degree
• 3+ years of experience dealing with financial fraud and integrity
• Strong analytical skills and familiarity with fraud detection tools and techniques
• Detail-oriented, high-energy, driven, problem-solver with an exceptional work ethic and a desire to be part of a team disrupting the status quo
• Experience using CRM tools like Zendesk or similar platforms

Requirements

• Use internal tools and third-party systems to monitor transactions, account behavior, and activity for signs of fraud or abuse
• Take appropriate action to prevent loss
• Identify trends and emerging fraud signals; contribute to the development of detection rules and automation strategies
• Collaborate with Trust & Safety, Finance, and Engineering teams to resolve systemic issues
• Continuously refine escalation protocols
• Maintain a comprehensive understanding of the Empower platform, including both the driver and rider mobile applications
• Ensure timely correspondence with customers and consumers via phone and email
• Support recruitment, onboarding, and training of new team members in line with evolving support demands

Benefits

• Competitive compensation: $60,000 – $80,000 base salary (based on experience) + equity + performance-based bonus + competitive benefits
• Being part of a great team to better the lives of gig workers