Empower is seeking a Shared Services Lead to to elevate the effectiveness of our customer support organization. In this role, you will own the Learning, Content, and QA “flywheel” - a continuous performance loop that ensures our support teams are trained, informed, and operating at their highest potential.
You’ll be responsible for building and maintaining the infrastructure that empowers agents to succeed - from onboarding and continuous training, to quality assurance (QA), to internal and external knowledge content. This role sits at the intersection of people, process, and technology, enabling you to create a holistic, insight-driven approach to performance improvement.
You’ll work cross-functionally with Compliance, Digital Transformation, and Customer Operations to ensure every tool, workflow, and message aligns with our mission and business objectives, ultimately shaping a support organization built to scale with excellence. This role will report to the Director of Customer Support.
Empower is a remote-first company. We drive connectivity through regular company offsites. Travel for company offsites is expected at a minimum 2 times per year. For this role, you will also be expected to travel to the Philippines 1-2 times per year.