Overnight Remote Customer Support Team Lead

Mudflap; United States; Remote; USD 60,000 - 70,000; Full time

Benefits offered by this job

Commuter benefits

Lunches and snacks

Collaborative, high-growth environment

Job summary

Mudflap is hiring an Overnight Customer Support Team Lead to guide a remote team and ensure exceptional service during overnight hours. You’ll coach agents, manage performance, and drive operational excellence as part of a fast-growing fintech platform.

Join a team dedicated to powering America's trucking backbone, delivering high-impact customer experiences 24/7/365. Apply to lead with a focus on sustainability and scalability.

Qualifications

• 3+ years in a leadership or supervisory role managing support agents
• 4+ years in remote customer support role in fintech or tech startup environments
• Experience using customer support tools (Zendesk, Intercom or similar)
• 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

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 delivers top-notch support
• Monitor calls, emails, chats and other customer-facing interactions for quality assurance and provide frequent agent feedback
• Manage ongoing 1:1s with each team member to provide feedback on performance and teamwork
• Be an exemplary role model for the team and model agent best practices
• Serve as a deep subject matter expert on the Mudflap product to solve issues for agents and customers
• Identify root causes of recurring issues and collaborate on better resolution tools

Skills

Leadership

Remote work experience

Communication skills

Problem solving

Growth mindset

Tools

Zendesk

Intercom

Job description

Mudflap is hiring an Overnight Customer Support Team Lead to guide a remote team and ensure exceptional service during overnight hours. You’ll coach agents, manage performance, and drive operational excellence as part of a fast-growing fintech platform.

Join a team dedicated to powering America's trucking backbone, delivering high-impact customer experiences 24/7/365. Apply to lead with a focus on sustainability and scalability.