Customer Support Representative & Executive Assistant

EmpowerDB is a web-based database used primarily by domestic violence and sexual assault service providers to collect, manage, analyze, and report information about the work they do. Each organization that uses EmpowerDB has a system customized to meet their specific needs. In addition to being a user-friendly, secure, and versatile database, what makes EmpowerDB stand out is the highly personalized and comprehensive support each customer is provided.

We’re looking for a full-time customer support representative to join our team. This role also includes executive assistant responsibilities, providing direct support to EmpowerDB’s Founder and Lead Developer. Applicants may be located anywhere in North or South America but must be available to work Monday through Friday, 9am–5pm Eastern or Central Time.

RESPONSIBILITIES

This position combines two closely related roles: providing customer support and assisting EmpowerDB’s Founder and Lead Developer with task and schedule management. The role requires maintaining a bird’s eye view of all active requests and tasks across the organization, coordinating with internal team members and external customers, and ensuring that each request is properly prioritized, tracked, and communicated.

Tier 1 Technical Support

• Respond to common technical support inquiries from customers in a timely and professional manner
• Use internal tools and training to troubleshoot issues and provide clear, helpful guidance
• Escalate more complex issues to the appropriate team member, ensuring all relevant details are clearly documented and organized
• Occasionally create short instructional videos to explain features or answer frequently asked questions
• Support may also be provided through one-on-one video calls, web chat, or phone during business hours

Executive Assistant

• Serve as the first point of intake for all incoming tasks directed to EmpowerDB’s Founder and Lead Developer
• Prioritize incoming requests, ensure all necessary information is gathered, and track task progress
• Maintain regular communication with EmpowerDB's Founder and Lead Developer to monitor availability, progress, and shifting priorities
• Keep a well-organized and up-to-date task queue that reflects current organizational priorities
• Note: This role does not involve personal errands, calendar management, travel booking, or other typical executive assistant duties outside of task intake and prioritization

QUALIFICATIONS

• Strong writing and communication skills
• Ability to stay organized, multi-task, and collaborate with a remote team
• Comfortable working independently from home
• A patient, empathetic, and upbeat approach to communication
• Prior experience with databases or other technical tools is a plus, but not required
• Must reside in North or South America

SALARY & BENEFITS

Salary will be $55,000 USD. Three weeks paid vacation per year. This position will be classified as an independent contractor; and as such no other financial benefits would be provided.

TO APPLY

To apply for this opportunity, please visit our application page here: https://www.empowerdb.com/recruit

When applying, you'll be asked to record a short video introduction where you can tell us about your interest in the position and answer an additional quick prompt.

To ensure a fair and efficient hiring process, please only contact us via the application page above. We kindly ask that you refrain from calling or contacting our team members regarding this position.