Senior Customer Support Operations Manager, Mudflap
$125-150k
Office located in Palo Alto, CA
Fuel discounts for truck drivers
Job no longer available
Fuel discounts for truck drivers
101-200 employees
Job no longer available
$125-150k
Office located in Palo Alto, CA
101-200 employees
Company mission
Mudflap's mission is to change a $1 trillion industry for the better.
Role
Who you are
- 4+ years of experience working in a combination of customer support, merchant support and strategy & operations, business operations or consulting. At least 2 years in a strategy & operations, business operations or consulting role is a requirement
- Proven track record of building and scaling customer support teams and processes in a fast-paced startup environment, with experience leading cross-functional teams, including product, technology, & ops teams
- Strong analytical skills, with experience using tools such as Excel and SQL for analysis, combined with curiosity and a drive to uncover insights beyond the numbers
- Deep understanding of operational excellence in customer support and strong problem-solving abilities with a focus on scalable tech-forward solutions
- Outstanding communication and influencing skills across all levels of the organization, with a track record of cross-functional collaboration and influence
- Proficiency with Zendesk and other customer support platforms and productivity tools, including knowledge management, AI, and automation
- Experience designing and scaling both internal and external knowledge bases, with a proactive approach to identifying content gaps and collaboration with team members to create and maintain high-quality support documentation
What the job involves
- As a Sr Customer Support Operations Manager, you’ll be at the heart of Mudflap’s mission, working with 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 role where you’ll drive process improvements, collaborate across teams, and be a key player in shaping a world-class customer experience
- Identify and implement innovative process improvements to enhance customer experience, team performance, and functional efficiency
- Build compelling business cases balancing cost, effort, and value, and present recommendations to senior leadership for prioritization
- Own the translation of high-level strategies into actionable plans, ensuring customer-centric solutions, efficient execution, and measurable results, while bringing precision and focus to every stage and turning ideas into impactful outcomes
- Be a trusted partner and guide to our customer support team leads and specialists while maintaining a hands-on approach to improving support functions and performance
- Use data analytics tools to measure performance, inform strategic decisions and execute process modifications with a customer-obsessed mindset, leveraging data and reports from Support applications, internal data, and other third party vendors
- Serve as a subject matter expert on Customer Support platforms and technology, continuously optimizing workflows and driving improvements that enhance efficiency, while elevating the agent and customer experience
- Spearhead the development of SOPs for function changes and product or feature rollouts, lead projects for new CS initiatives, manage the department’s knowledge base and processes, and serve as the conduit to define and iterate on Support and Risk functions
- Partner cross-functionally to drive continuous improvement of customer support processes and programs and align Customer Support goals with broader company initiatives and business strategy
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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