Job description
Mudflap serves the $800B trucking industry, the backbone of the U.S. economy. Our market-leading payment products help truckers save thousands of dollars on fuel (their #1 business expense) while providing our fuel stop partners access to new, hard-to-reach customers. We’re a fast-growing marketplace business looking for a new customer-obsessed teammate to join us on this exciting journey.
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!
Expectations (In this role, you will):
- 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
Experience (What we look for):
- 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
Perks and Benefits (What we offer):
- Competitive salary and 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!)
The salary range for this role is $60,000 - $70,000. This information reflects a base salary range for this position based on current market data, which may be subject to change as new market data becomes available. The candidate’s skills, experience, and other relevant factors will determine the exact compensation.
Shifts (our current need):
- 5 days a week/8 hours per day - Afternoon shift: Tuesday through Saturday, 12pm - 8pm PST / 3pm - 11pm EST
Company Overview (Who we are):
Mudflap is on a mission to transform the trucking and logistics industry by leveling the playing field for owner operators and small fleets. Backed by top-tier venture investors, including QED, Matrix Partners, Commerce Ventures, NFX, and 500 Startups and included in the Forbes Fintech 50 list, Mudflap offers fleet fuel management solutions. Our core team hails from Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm and Brex.
Here are the core values that we believe in and look for in new teammates:
- 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 possible
