Customer Support Team Lead - Overnight (Fully Remote)

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

Benefits offered by this job

Equity

Health benefits

401(k) matching

Paid time off

Job summary

Mudflap is seeking a senior leader to guide our remote customer support team and drive industry-leading satisfaction in fintech.

You will own the customer experience strategy, coach agents, monitor live shift metrics, and ensure swift resolution across omnichannel channels while partnering with product and engineering to reduce friction and elevate service quality.

Qualifications

• 3+ years in a leadership role overseeing customer support agents.
• 4+ years in remote customer support within fintech or tech startups.
• Strong written and verbal communication and data-driven problem solving.

Responsibilities

• Be obsessed with improving Mudflap customer experience and satisfaction.
• Respond quickly to agent questions, empowering them to resolve customer issues promptly.
• Track live shift metrics and address omnichannel ticket handling, wait times, and escalations.

Skills

Leadership in customer support

Remote leadership

Data-driven decision making

Strong communication

Tools

CRM software

Job description

• Be obsessed with improving the Mudflap customer experience and driving industry-leading satisfaction.
• Respond quickly to agent questions, empowering them to resolve customer issues promptly.
• Track live shift metrics and address omnichannel ticket handling, wait times, and escalations.

What We're Looking For:

• 3+ years in a leadership or supervisory role directly managing customer support agents.
• 4+ years in remote customer support within fintech or tech startups.
• Strong written and verbal communication skills and a data-driven problem-solving mindset.

What We Offer:

• Competitive salary and equity in a high-growth startup.
• Multiple health benefit options and 401(k) matching.
• Responsible Time Off and opportunities for major career growth.

Mudflap

Mudflap is modernizing the $1 trillion trucking industry by helping over 100,000 underserved small businesses save on fuel, processing billions in annual payment volume. Backed by top-tier investors and included in the Forbes Fintech 50, the company is a profitable fintech startup with a team from Disney, Uber, Google, and more.