[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