Customer Support Team Lead, Mudflap
$60-70k
Fuel discounts for truck drivers
Open for applications
Fuel discounts for truck drivers
101-200 employees
Open for applications
$60-70k
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
- A true passion for customers and delivering world-class service
- 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 a builder who isn’t satisfied with maintaining the status quo
- You are energetic, self-motivated, self-starting, and self-assured
- You are a multitasker with a high sense of urgency
- You love fast-paced environments with an “all hands on deck” approach
- You’re humble and eager to learn with a no-task-too-small mindset
- You enjoy using your sleuthing skills to problem-solve on behalf of customers
- 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 possibl
What the job involves
- We’re looking for high-performing individuals who are obsessed with customer experience and ready for high-impact contributions to Mudflap’s explosive growth
- 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 (When we work):
- Morning shift: 4am-1pm PST / 7am-4pm EST (Tuesday through Saturday)
- Mid shift: 12pm-9pm PST / 3pm-12am EST (Sunday through Thursday)
- Night shift: 8pm-5am PST / 11pm-8am EST (Sunday through Thursday
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
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 values
- Put Customers First: We put our customers and partners at the center of everything we do
- Be Curious: Have a learning mindset. Ask, wonder, dig, investigate. Share the joy of discovery
- Sweat The Details: We create magical experiences by obsessing over every detail
- Do The Right Thing: We operate with integrity and exercise good judgment, even if no one is watching
- Find A Way: We push past roadblocks to get the best outcomes for our customers and our teammates
- Own It: Show up prepared, be present, and make it count
Company HQ
Palo Alto, CA
Articles
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.
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