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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident response processes and safety protocols while effectively communicating with customers and supporting team development. Proven ability to manage sensitive issues with empathy and professionalism in a fast-paced customer support environment.
Highest-signal resume keywords
Incident ResponseCrisis ManagementCustomer Support ExperienceCRM Tools ProficiencySafety Protocols Familiarity
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ResponseCrisis ManagementSafety ProtocolsCustomer SupportProblem-Solving
Soft Skills
EmpathyCommunication SkillsDetail-OrientedTeam CollaborationWork Ethic
Tools & Technologies
Zendesk
Industry Keywords
Customer SupportSafety EscalationsEscalation ProtocolsRecruitmentOnboarding
About the role
Key responsibilities & impact- Own incident response processes for safety escalations
- Consistently communicate with customers and consumers with empathy, clarity, and professionalism
- Act as a resource for the broader Customer Support organization, providing guidance, coaching, and real-time support when frontline agents encounter sensitive issues
- Continuously refine escalation protocols
- 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
- Report to the Manager of Trust and Safety and work closely with the customer support team
- Support Empower’s mission to transform the gig economy so drivers can earn a sustainable living
Requirements
What you’ll need- Bachelor’s degree
- 5+ years of experience in customer support
- 1+ year of experience handling safety related customer support issues
- 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
- Experience using CRM tools like Zendesk or similar platforms
- Availability for a Thursday–Monday work week
- Availability to timely handle issues on evenings and holidays
Benefits
Comp & perks- Equity
- Performance-based bonus
- Competitive benefits
- Being part of a great team to better the lives of gig workers