Customer Support Team Lead

The role

You will guide a team of specialists to deliver customer support 24/7/365. You will drive process improvements and monitor agent performance to improve the customer experience.

What you will do

• Improve the Mudflap customer experience
• Respond to agent questions to help resolve customer issues
• Track and action live shift metrics including ticket handling and wait times
• Monitor calls, emails, and chats for quality assurance
• Deliver frequent agent feedback
• Manage ongoing 1:1s regarding performance, attendance, and productivity
• Serve as a subject matter expert on the Mudflap product
• Identify root causes of recurring issues and collaborate with cross-functional teams

Required qualifications

• 1+ year in a senior customer support role
• 4+ years in a remote customer support role total
• Experience using customer support tools and platforms such as Zendesk or Intercom
• Prior experience managing projects or process improvement initiatives
• Proven ability to lead projects, improve processes, and enhance the customer experience
• Strong written and verbal communication skills
• Proactive, data-driven problem solver with strong critical thinking skills
• Natural leader
• Curious, humble, and eager to learn with a growth mindset
• Comfortable adopting new technology

Nice to have

• Recent customer support experience, preferably in a fast-paced environment

Benefits

• Competitive salary
• Equity in a high-growth startup
• Multiple health benefit options
• Responsible Time Off
• 401(k) matching
• Opportunities and support for major career growth
• Annual Company offsite event (Mudfest!)

About the company

Mudflap is a fintech platform that offers fleet fuel management solutions to modernize the trucking industry. The company helps small businesses save on fuel and is backed by venture investors.