[Hiring] Customer Support Training & Enablement Specialist @Mudflap

Role Description

As a Customer Support (CS) Training & Enablement Specialist, you will help build a world-class Support organization. This role owns key parts of the post-onboarding learning experience, including ongoing training, coaching, QA, product readiness, and performance enablement.

You will partner closely with our Customer Support Training Lead, who owns new hire onboarding, SOP management, and our current knowledge base tooling (Guru). Both roles are expected to flex into the other's scope when coverage requires it.

Work Location: We value in-person connection and have offices in both Palo Alto, CA and Austin, TX. While we prefer candidates located in these hubs for occasional meetings and team collaboration, we are open to remote team members within the United States who can travel periodically as needed.

Expectations

• Training & Development: Design and deliver ongoing training, workshops, certifications, and learning paths for Agents and Team Leads.
• Coaching & Performance: Partner with Team Leads to identify performance gaps and create targeted coaching, remediation, and development programs.
• Quality Assurance: Own our QA program using AI-powered tools and customer interactions to identify trends, coaching opportunities, and areas for improvement.
• Customer Obsession & Values: Train and coach toward Mudflap's specific standard of customer care—not just process compliance. Build our values into certifications and coaching so agents understand the why behind SOPs, not just the how.
• Product Enablement: Partner with Product, Engineering, Operations, and Support Leadership to develop training and resources for new products, features, and process changes.
• LMS & Content: Own LMS administration, learning paths, certifications, and enablement content while partnering with the Training Lead to keep materials aligned with SOPs and Guru.
• Leadership & Career Development: Build programs that strengthen Team Lead capabilities and create clear growth paths for Support Agents.
• Analytics: Track QA, CSAT, productivity, training completion, speed to proficiency, and other metrics to measure impact and identify opportunities.
• Continuous Improvement: Use data, AI, and frontline insights to continuously raise the bar on Support quality, knowledge, and performance.

Qualifications

• 4+ years of experience in Training, L&D, Enablement, or QA.
• Experience designing and facilitating training and coaching programs.
• Strong communication, facilitation, and project management skills.
• Experience with LMS platforms, learning content development, and ticketing/support platforms (e.g. Zendesk).
• Data-driven approach to identifying performance and learning opportunities.
• Experience with AI-powered QA, coaching, or support tools is a plus.
• Passion for developing people and building a best-in-class Support organization.

What Success Will Look Like

• A scalable post-onboarding learning program.
• Stronger QA and coaching.
• Effective product release readiness.
• Clear career development paths.
• A track record of measurably moving the needle on quality, CSAT, and speed to proficiency over time.

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!).

Salary Range

The salary range for this role is $67,000 - $85,000. This information reflects a base salary range for this position based on current market data, which may be subject to change as new market data becomes available. The candidate's skills, experience, and other relevant factors will determine the exact compensation.

Company Overview

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.
• Here are the core values that we believe in and look for in new teammates:
• 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.