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Empower is shaking up an outdated financial system by providing real opportunity for our customers: the opportunity to get the cash they need, to access fair credit, and to change their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.
The Opportunity: Shared Services Lead
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.
How You’ll Make an Impact
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
Why You’re a Great Fit
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
Our Interview Process
Initial Recruiter Call: A conversation to learn about your experience and what you're looking for in your next role.
Hiring Manager Interview: A deeper discussion about your background and the Shared Services Lead role
Skills Panel: Meet with Empower team members to discuss your expertise and approach to problem-solving.
Leadership Conversation: Final conversations with our CFO and CEO to discuss our mission and how you could contribute to it (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!
What You'll Get at Empower
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
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.
