Remote Customer Support Team Lead

Summary

Join Mudflap as a Customer Support Team Lead to drive process improvements, collaborate across teams, and shape a world-class customer experience.

Requirements

• 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
• Bilingual: Fluency in both English and Spanish preferred
• Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system)
• Prior experience managing projects or process improvement initiatives
• A true passion for customers and delivering world-class service
• 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 a builder who isn’t satisfied with maintaining the status quo
• You are energetic, self-motivated, self-starting, and self-assured
• You are a multitasker with a high sense of urgency
• You love fast-paced environments with an “all hands on deck” approach
• You’re humble and eager to learn with a no-task-too-small mindset
• You enjoy using your sleuthing skills to problem-solve on behalf of customers

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

• A remote-first company focused on hiring the best talent
• A committed team on a mission to change a massive industry for the better
• A high bar for quality and commitment to self-improvement
• An open mind to new ideas and methodologies
• Competitive salary and benefit options
• Opportunities and support for major career growth
• Medical/dental/vision insurance
• 401(k) with company match
• WFH stipend
• PTO