Senior Customer Support Specialist (Trust & Safety)

Company Overview:
Empower is a fast-growing startup that is on a mission to transform the gig economy, so that hard-working drivers can earn a sustainable living. If you want to be an integral member of a team that is disrupting Uber and cares about making a difference for gig economy workers, then we’d like to hear from you.
Role Overview:
As a Senior Customer Support Specialist (Trust & Safety), you will be responsible for supporting the customer support team, overseeing high priority escalations, and protecting our platform, and customers. This role will report to the VP of Customer Experience, and will work closely with our remote US-based customer support team.
This is a mission-critical position requiring attention to detail, fast decision-making, and empathy under pressure. You’ll be responsible for investigating fraudulent activity, ensuring escalations are handled correctly, refining protocols, and serving customers and consumers experiencing sensitive challenges.
This is a remote position from anywhere in the United States. This role requires a Sunday - Thursday work week, and being available to timely handle issues that arise on weekends, evenings, and holidays.
Detailed Responsibilities:
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.
Own incident response processes for high-impact situations, such as safety escalations
Collaborate with Trust & Safety, Finance, and Engineering teams to resolve systemic issues and improve workflows
Continuously refine escalation protocols, SOP’s, and team workflows to optimize speed and accuracy
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
Candidate Requirements:
Bachelor’s or other 4-year degree
5+ years of experience in customer support or trust & safety, with 2+ years in a management or team lead role
Proven experience working with remote teams in high-pressure environments
Strong analytical skills and familiarity with fraud detection tools and techniques.
Familiarity with incident response, crisis management, and safety protocols
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
Polished written and verbal communication skills
Analytical mindset with experience using CRM tools like Zendesk, or similar platforms
Flexible schedule, allowing for weekend and evening work
Team-first mentality and a professional attitude
Preferred Experience:
Professional experience in compliance, trust & safety, security, legal, or law enforcement
What do we offer?
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
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