Senior Customer Support Specialist

Summary

Join Mudflap's customer support team as a Senior Customer Support Specialist and make a difference in the trucking industry. This overnight role requires providing exceptional support across various channels, leading and mentoring your team, and driving operational excellence. You will troubleshoot complex issues, improve processes, and collaborate with leadership. The ideal candidate possesses 5+ years of remote customer support experience in a fast-paced environment, a proven track record of high performance, and expertise in modern support platforms. Mudflap offers competitive pay, equity, multiple health benefit options, paid time off, 401(k) matching, and opportunities for career growth.

Requirements

• 5+ years of experience in remote customer support roles, preferably in fast-paced, high-growth tech or fintech environments
• A track record of high performance, exceeding targets for CSAT, response quality, and productivity. We maintain a 90% or higher
• Experience with modern support platforms, such as Zendesk, Intercom, or Salesforce Service Cloud
• Exceptional problem-solving ability, with strong attention to detail and a calm, analytical approach
• A team-first mentality, with experience mentoring or coaching others, even informally
• Experience contributing to internal documentation, process design, or team culture-building initiatives

Responsibilities

• Deliver Exceptional Support: Provide fast, personal, and effective support across phone, email, and chat for all product areas (Fuel App, Mudflap Card, and future offerings)
• Own Your Shift: Work independently and reliably during overnight hours, staying focused, proactive, and in control
• Lead by Example: Help energize the overnight team, reinforce morale, and bring structure and accountability to every shift
• Communicate with Clarity and Empathy: Speak and write with confidence and warmth. De-escalate tense situations and make complex things easy to understand
• Solve Problems in Real Time: Troubleshoot on the fly, think critically, and keep customers reassured every step of the way
• Mentor Others: Support new and existing team members, modeling ownership, tone, and service excellence
• Manage Volume with Grace: Stay sharp, organized, and consistent, even when things get busy
• Collaborate to Improve: Work with CS leadership on support goals, internal tools, and process improvements
• Drive Team Operations: Ensure smooth overnight operations through strong communication, performance ownership, and alignment with company values
• Embrace Growth: Stay curious, welcome feedback, and look for ways to grow your impact as Mudflap evolves
• Navigate Tools with Ease: Use platforms like Zendesk, Slack, and internal systems comfortably and efficiently

Benefits

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