Customer Intake Manager (TH-M)

About the role

Empower is seeking an extremely detail-oriented, responsible, and highly organized full-time Customer Intake Manager to join our team. In this role, you will be leading a team responsible for verifying the accuracy and completeness of new customer account information and for communicating and working with new customers to update their information if necessary. This role is 40-45 hours/week, between Thursday and Monday. Remote (U.S. only), or in-person in McLean, Virginia.

Responsibilities

• Lead, coach, and manage a remote team through training, mentoring, task delegation and evaluating employee performance
• Set clear performance expectations, conduct regular 1:1s, performance reviews, and support professional development
• Continuously refine processes, SOP’s, and team workflows to optimize speed and accuracy
• Support recruitment, onboarding, and training of new team members in line with evolving demands
• Verify and ensure the accuracy of customer account information
• Communicate and work with customers via email and messaging, to ensure their account information is accurate and complete
• Work in collaboration with Empower customer success team and data analytics team
• Foster a collaborative, inclusive, and high-performance culture across remote environments

Requirements

• 4+ years of professional experience, including 1+ year of management experience
• College degree
• Detail-oriented, organized, high-energy 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

Preferred Experience

• Experience in finance or accounting
• Experience in a customer service/experience role dealing with sensitive information (e.g. financial or health care records)
• Familiar with Zendesk

Pay

Competitive compensation: $80,000 - $90,000 base salary (based on experience) + equity + performance based bonus

Benefits

Competitive benefits

Schedule

40-45 hours/week, between Thursday and Monday. Remote (U.S. only), or in-person in McLean, Virginia.