Head of Customer Support and Operations

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Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their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

• 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

• 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

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!

• 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.