Customer Support Team Lead

Mudflap; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Salary & equity

Health plans

Time off

401(k) match

Mudfest offsite

Job summary

Mudflap is seeking an experienced Customer Support Leader to guide a remote team in a fast-growing fintech marketplace. You will drive customer satisfaction, optimize processes, and mentor agents across channels to resolve issues quickly.

In this role you’ll own performance metrics, lead 1:1s, and collaborate with cross-functional teams to improve product support and service quality while maintaining a strong customer-first culture.

Qualifications

• 3+ years leading or supervising customer support agents.
• 4+ years in a remote customer support role in fintech or tech startup.
• Strong written and verbal communication skills.
• Data-driven approach to problem solving.

Responsibilities

• Drive industry-leading customer satisfaction by improving the Mudflap customer experience
• Respond quickly to agent questions to empower prompt issue resolution
• Track live shift metrics including omnichannel ticket handling, wait times, and escalated tickets
• Monitor calls, emails, and chats for quality assurance and provide frequent feedback
• Manage ongoing 1:1s to address performance, attendance, and productivity
• Serve as a subject matter expert on the Mudflap product to solve immediate issues
• Identify root causes of recurring issues and collaborate with cross-functional teams on process improvements

Skills

Leadership in customer support

Remote team management

Customer support tools (Zendesk/Interc

Communication skills

Data-driven problem solving

Tools

Zendesk

Intercom

Job description

Responsibilities

• Drive industry-leading customer satisfaction by improving the Mudflap customer experience
• Respond quickly to agent questions to empower prompt issue resolution
• Track live shift metrics including omnichannel ticket handling, wait times, and escalated tickets
• Monitor calls, emails, and chats for quality assurance and provide frequent feedback
• Manage ongoing 1:1s to address performance, attendance, and productivity
• Serve as a subject matter expert on the Mudflap product to solve immediate issues
• Identify root causes of recurring issues and collaborate with cross-functional teams on process improvements

Requirements

• 3+ years in a leadership or supervisory role managing customer support agents
• 4+ years in a remote customer support role within fintech or tech startup environments
• Experience with customer support tools like Zendesk or Intercom
• Recent customer support experience in a fast-paced environment
• Proven ability to lead projects and improve processes
• Strong written and verbal communication skills
• Data-driven problem solver with strong critical thinking skills

Benefits

• Competitive salary and equity
• Multiple health benefit options
• Responsible Time Off
• 401(k) matching
• Annual Company offsite event (Mudfest!)

About the Company

Mudflap is a fast-growing marketplace on a mission to support independent truckers by providing fleet fuel management solutions and leveling the playing field for owner-operators.