AI Support Specialist

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Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their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

Empower is hiring an AI Support Specialist to take ownership of our AI Agent and help us deliver fast, accurate, and scalable support to our customers. Our support team is often the first line of contact with customers, and AI is becoming a big part of how we scale that experience without losing quality. You’ll have the chance to shape how we use AI to help people and do it in a thoughtful, high-impact way. You'll be a key partner across teams, helping us find the right balance between automation and the human touch.
Your focus will be to ensure that our AI performs at its best by resolving common issues, surfacing helpful information, and improving the overall experience for users. You’ll spend time reviewing how the AI interacts with customers, identifying where things can be better, and working with teams across the company to make those improvements happen. This is an ideal role if you enjoy digging into customer data, thinking about edge cases, and figuring out how to turn good tools into great ones. You’ll report directly to our Manager of Digital Transformation on the Customer Operations team.
Empower is a remote-first company that fosters connectivity through regular offsites. Travel for company offsites is required at least twice per year.

• Ensure that our AI Agent is resolving customer questions quickly and accurately

• Review conversations and performance data to spot patterns and identify what needs fixing

• Work with Product, Engineering, and Support to roll out improvements and expand what the AI can handle

• Prioritize automation opportunities based on what you're seeing in the data and from customers

• Recommend changes to content, workflows, or integrations that would make the experience smoother

• Monitor how the AI is performing and share updates with the broader team

• Influence how we support customers more broadly based on your learnings, not just through AI
  

• 4+ years of experience in customer support, customer experience, or support operations

• Background in fintech preferred but not required

• A track record of working on cross-functional projects and getting things done

• Strong communication skills and the ability to turn customer insights into clear recommendations

• Proficient in maintenance of enterprise-level conversational AI and virtual agent platforms

• Comfortable working with data dashboards or support analytics tools

• Familiarity with APIs and a basic understanding of how systems connect behind the scenes

• Bonus if you’ve worked with version control tools like Git or have some experience with programming, but it’s not required

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 AI Support Specialist role

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

4. Leadership Conversation: Final conversation with our CFO to discuss our mission and how you could contribute to it (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!

• 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 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.