Customer Support Team Lead, Mudflap

• 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

• 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.
• 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 - Night shift: Tuesday to Saturday 10pm - 6am CST

• 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

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.