[Hiring] Customer Support Team Lead @Mudflap

Role Description

As a Customer Support Team Lead, you’ll be at the heart of Mudflap’s mission, guiding a team of passionate specialists to deliver outstanding support to our incredible customers 24/7/365. You’ll play a vital role in helping small trucking businesses thrive by ensuring our agents are equipped, motivated, and empowered to resolve issues quickly and effectively. This is a hands-on leadership role where you’ll drive process improvements, collaborate across teams, and be a key player in shaping a world-class customer experience.

If you’re excited about making a real daily impact and love a fast-paced, dynamic environment, we’d love to have you on our team!

Expectations (In this role, you will):

• 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.

Qualifications

• 1+ year in a senior customer support role.
• 4+ years in a remote customer support role total.
• Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system).
• Prior experience managing projects or process improvement initiatives.
• 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

• Shift: Monday through Friday - 3:00 PM to 11:00 PM ET.

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!).
• The salary range for this role is $60,000 - $70,000.

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.

Core Values:

• 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.