Shared Services Lead
Empower
United States
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Salary
$100,000 - $120,000 Per Year
Rank
Senior Manager
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
Fully remote
Functions
Customer Service
HR
IT
Reports to
Director of Customer Support
Level
N-1
Travel Max:
15%
Posting Date
07-16-2025
Description
Empower is seeking a Shared Services Lead to to elevate the effectiveness of our customer support organization.
Key Responsibilities
- Refinement of Training Programs: Review and refine existing onboarding and ongoing training programs to drive agent readiness, retention, and performance across support channels
- Drive QA Strategy & Automation: Lead the evolution of our quality assurance program, leveraging AI technology to streamline reviews, identify performance trends, and automate feedback loops
- Own Knowledge & Content Systems: Manage internal and external knowledge bases, FAQs, SOPs, and training materials to ensure they are accurate, accessible, and aligned to business outcomes
- Partner for Operational Excellence: Collaborate closely with the Digital Transformation and Compliance teams to keep content, workflows, and training aligned with evolving policies, systems, and customer needs
- Analyze and Act on Escalation Trends: Use insights from escalations and QA to refine enablement programs and inform continuous improvement across the support experience lifecycle
Qualification & Requirements
- 5+ years of experience in customer support enablement, training design, QA systems, or support operations (ideally in a B2C fintech or financial services environment)
- Experience managing support enablement or learning teams – providing coaching, performance management, and career development in a fast-paced support environment
- Deep understanding of the training–performance–automation flywheel, and how to use data to close performance gaps
- Skilled in instructional design, adult learning principles, and modern L&D technologies (ex: LMS, QA tools, knowledge bases)
- Demonstrated ability to lead QA program development, including creating scorecards, calibration processes, and reporting
- Systems thinker who can synthesize data, feedback, and strategy to create scalable solutions
- Excellent communication and cross-functional collaboration skills
Benefits
- 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.
Company Profile
Empower
Industry
Financial Services
Revenue
$9.1M
Employees
150
Fortune 500 Rank
NA
Global 500 Rank
NA
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