Customer Support Team Lead

Summary

Join Mudflap's growing team as a Customer Support Team Lead and guide a passionate team in delivering exceptional 24/7 support to trucking businesses. You will play a vital role in ensuring agents are equipped to resolve issues effectively, driving process improvements, and collaborating across teams. This hands-on leadership position requires experience managing customer support agents and improving customer experience. You will be responsible for performance management, quality assurance, and identifying solutions for recurring issues. Mudflap offers competitive salary and benefits, including medical/dental/vision insurance, 401(k) matching, a work-from-home stipend, and PTO.

Requirements

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents
• 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

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

Benefits

• Competitive salary and benefit options
• Opportunities and support for major career growth
• Medical/dental/vision insurance
• 401(k) with company match
• WFH stipend
• PTO