[Remote] Customer Support Team Lead - Overnight

Note: The job is a remote job and is open to candidates in USA. Mudflap is a fast-growing marketplace serving the trucking industry, providing payment products that help truckers save on fuel expenses. They are seeking an Overnight Customer Support Team Lead to coach and support a team of agents, ensuring exceptional service for customers while balancing real-time support with team development and operational excellence.

Responsibilities

• 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

Skills

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents
• Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system)
• Recent customer support experience, preferably in a fast-paced environment
• Proven ability to lead projects, improve processes, and enhance the customer experience
• Strong written and verbal communication skills
• A proactive, data-driven problem solver with strong critical thinking skills
• A natural leader who can turn ideas into action and drive results
• Curious, humble, and eager to learn with a growth mindset
• Comfortable adopting new technology and leveraging tools to work more effectively

Benefits

• 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!)

Company Overview