[Hiring] Customer Support Team Lead @Mudflap

Role Description

Join the team powering the backbone of America, no matter the hour. As an Overnight Customer Support Team Lead , you will coach and support a team of agents while ensuring our customers receive exceptional service when it matters most. In this role, you'll balance real-time customer support with team development, performance coaching, and operational excellence, serving as a trusted resource for both customers and teammates.

If you're passionate about developing people, solving complex problems, and making a meaningful impact, we'd love to meet you.

Qualifications

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents
• 4+ years in remote customer support role within fintech or tech startup environments
• Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system)
• Recent customer support experience, preferably in a fast-paced environment
• Proven ability to lead projects, improve processes, and enhance the customer experience
• Strong written and verbal communication skills
• A proactive, data-driven problem solver with strong critical thinking skills
• A natural leader who can turn ideas into action and drive results
• Curious, humble, and eager to learn with a growth mindset
• Comfortable adopting new technology and leveraging tools to work more effectively

Requirements

• Be obsessed with improving the Mudflap customer experience, driving industry-leading customer satisfaction
• Respond quickly and accurately to agent questions, empowering them to resolve customer issues promptly
• Track and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated tickets
• Monitor calls, emails, chats and other customer-facing interactions for quality assurance and deliver frequent agent feedback
• Manage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity and teamwork. Translate agent feedback into actionable steps to improve the agent and customer experience
• Be an exemplary role model for the team, living out our values and modeling agent best practices
• Serve as a deep subject matter expert on the Mudflap product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalability
• Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes

Benefits

• Competitive salary and equity in a high-growth startup
• Multiple health benefit options
• Responsible Time Off
• 401(k) matching
• Opportunities and support for major career growth
• Annual Company offsite event (Mudfest!)

Company Description

Mudflap is on a mission to transform the trucking and logistics industry by leveling the playing field for owner operators and small fleets. Backed by top-tier venture investors, including QED, Matrix Partners, Commerce Ventures, NFX, and 500 Startups and included in the Forbes Fintech 50 list, Mudflap offers fleet fuel management solutions.

Our core team hails from Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm and Brex.

• Be Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do
• Make it Count: Act like an owner by focusing on the impact of your work
• Find a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates
• Sweat the Details: We keep our standards high and achieve them by paying attention to every detail
• Be Curious: Use a growth mindset to question assumptions, take calculated risks and stretch the boundaries of what’s possible