Customer Support Team Lead, Mudflap
$60-70k
+ Equity
Fuel discounts for truck drivers
Posted today
Fuel discounts for truck drivers
101-200 employees
Posted today
$60-70k
+ Equity
101-200 employees
Company mission
Mudflap's mission is to change a $1 trillion industry for the better.
Role
Who you are
- 3+ years in a leadership or supervisory role directly managing and developing customer support agents - and - 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)
- Prior experience managing projects or process improvement initiatives
- Obsessed with improving the customer experience, driving industry-leading customer satisfaction
- Outstanding communication skills, both verbal and written
- You have a clear vision of what excellence looks like, and you bring the experience to build it
- You’re a natural leader who inspires and motivates those around you
- You’re humble and eager to learn with a no-task-too-small mindset
- You have sleuthing skills to problem solve on behalf of customers
- You have a growth mindset
- You are data driven
- You are an early adopter of new tech
- You have recent and relevant customer support experience
What the job involves
- 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!
- 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
- Shifts (our current need):
- 5 days a week/8 hours per day - Afternoon shift: Tuesday through Saturday, 12pm - 8pm PST / 3pm - 11pm EST
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.
Share this job
View 13 more jobs at Mudflap