Empower Finance is hiring an AI Support Specialist

**EMPOWER OVERVIEW** [Empower](http://empower.me/) is flipping the script on a stale financial system by giving customers something they've been missing: real opportunity. We're talking fair credit, cash when you need it, and a chance to completely rewrite your financial story. Right now, we're helping millions find financial security through smarter-than-average machine learning models that look at creditworthiness differently, paired with mobile-first products like Cash Advance, Thrive line of credit, and Petal credit cards. And we're just getting started. This year's been a knockout: we ranked #65 on Inc. 5000's Fastest-Growing Private Companies list (third year in the top 100), got named by Forbes as one of the 25 Next Billion-Dollar Startups for 2024, and landed on America's Best Startup Employers list. Our Thrive credit line even snagged Fast Company's "Next Big Things in Tech" award. Not too shabby. Backed by heavy hitters like Sequoia Capital, Blisce, and Icon Ventures, we're building something special. Want to accelerate your career and make serious impact? You're in the right place. **The Opportunity: AI Support Specialist** We're bringing on an AI Support Specialist to take full ownership of our AI Agent and supercharge how we deliver lightning-fast, razor-sharp customer support. As our support team's front line, we're leaning into AI — but smartly. You'll help us scale without losing that human magic touch, balancing automation and empathy. Your mission? Make our AI sing. You'll dig into customer interactions, spot improvement opportunities, and work cross-functionally to turn good tools into great ones. Perfect for someone who loves diving into data, thinking through edge cases, and obsessing over user experience. You'll report directly to our Manager of Digital Transformation on the Customer Operations team. **How You'll Make an Impact** - Ensure our AI Agent resolves customer questions with speed and precision - Review conversations and performance data to uncover improvement patterns - Collaborate with Product, Engineering, and Support to roll out enhancements - Prioritize automation opportunities based on customer and data insights - Recommend workflow, content, and integration tweaks for smoother experiences - Track AI performance and share updates with the broader team - Use your learnings to influence our broader customer support strategy **Why You're a Great Fit** - 4+ years in customer support, CX, or support operations - Fintech background a plus (but not required) - Proven track record of cross-functional project execution - Can translate customer insights into crystal-clear recommendations - Enterprise conversational AI platform maintenance pro - Comfortable navigating data dashboards and support analytics - Basic understanding of API connections and system interplay - Bonus: Git experience or light programming skills **Our Interview Process** 1. **Initial Recruiter Call:** Getting to know you and your career aspirations 2. **Hiring Manager Interview:** Deep dive into your background and the role 3. **Skills Panel:** Exploring your expertise and problem-solving approach 4. **Leadership Conversation:** Chat with our CFO about mission, potential, and mutual growth **Don't meet every qualification? If you're driven to innovate, we want to hear from you!** **What You'll Get at Empower** - **Meaningful Ownership:** Competitive salary and generous equity - **Complete Support:** 100% insurance coverage and WFH reimbursement - **High-Impact Teams:** Small, focused groups where your work truly matters - **Remote First:** Virtual environment built on trust and outcomes - **Team Connection:** Bi-annual onsites in killer locations (San Diego, Vail, Flagstaff!) - **Growth Path:** Continuous development in a dynamic, supportive culture **The Empower Way** We're where bold ambition meets an owner's mindset. Open dialogue, spirited debate, and customer-first thinking are our north stars. We believe diverse voices drive the best ideas, creating an environment where every individual is valued, heard, and empowered. **Sound like your kind of team? Let's reshape some financial futures together.** Compensation Range: $80K - $95K