Director of Customer Support, Mudflap
$160-200k
Fuel discounts for truck drivers
Be an early applicant
Fuel discounts for truck drivers
101-200 employees
Be an early applicant
$160-200k
101-200 employees
Company mission
Mudflap's mission is to change a $1 trillion industry for the better.
Role
Who you are
- The ideal candidate combines strategic leadership with hands-on execution, thrives in a fast-paced environment, and is passionate about building high-performing teams that deliver outstanding service
- Customer Obsession! It’s our #1 company value and the North Star for our Customer Support team
- Excellent operations and systems thinking skills
- Background leading support for payments/transactions products (preferred)
- Familiarity with the pace and ambiguity of growth-stage startups
- 5+ years of people management experience
- 7+ years of experience working with Zendesk, Hubspot, chat platforms or similar ticketing platforms
What the job involves
- The Director of Customer Support will lead Mudflap’s evolving 24/7 support organization, driving operational excellence, team development, and an exceptional customer experience
- Based in Austin, this leader will oversee a hybrid model of US-based remote agents and team leads, while building and leading a growing on-site support team
- Reporting to the Co-Founder / Head of Product, this role is uniquely positioned to bring the voice of the customer into product development and help close the loop between user experience, feedback, and innovation
- Have full ownership of the Customer Support function, processes, and tools
- Communicate and collaborate with cross-functional stakeholders (Customer Success, Product, Engineering, etc.) and external partners to streamline and automate support
- Ensure the delivery of thorough training on product/feature updates as they roll-out
- Continually audit and optimize our interviewing and on-boarding processes
- Partner with our People leadership to develop thoughtful career-pathing for agents and team leads
Our take
Owner-operators make up 9% of the truckers on the road, in other words 680,000 small businesses forming the backbone of the U.S’s crucial trucking industry. However, only big fleets get major fuel discounts because they have large gallon volumes, leaving these self-employed truckers to pay full price.
Mudflap is bringing those savings to owner-operators & small fleets. When drivers sign up for the app, they join tens of thousands of users which Mudflap then leverages to drive sales for truck stops which offer discounts on fuel in return. It’s a smart model which massively simplifies the process for earning discounts compared to the old route of a fuel card which requires a credit check.
Stop managers could be sceptical about working with mobile payments in return for a promise of increased demand. However, the company provides its entire network with a Mudflap tablet through which to handle all payment transactions within the network, making it easy for whoever is behind the counter.
Steph
Company Specialist at Welcome to the Jungle
Insights
52% employee growth in 12 months
Company
Company benefits
- A flexible, remote-first company
- A team of talented individuals on a mission to change a $1 trillion industry for the better
- A high bar for quality and commitment to self-improvement
- An open mind to new ideas and methodologies
- Opportunities and support for massive career growth
Company HQ
Palo Alto, CA
Leadership
Sharon Yapp
(Head of Product)Previously Director of Product Management at Trip.com, Zinio, Care.com, and Trucker Path.
Sanjay Desai
(CEO)Previously Chief Product Officer at Klout and Trucker Path. Was also CEO of SchoolTube.
Salary benchmarks
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