Customer Support Team Lead - Night Shift

Mudflap serves the $800B trucking industry the backbone of the U.S. economy. Our marketleading payment products help truckers save thousands of dollars on fuel (their #1 business expense) while providing our fuel stop partners access to new hardtoreach customers. Were a fastgrowing marketplace business looking for a new customerobsessed teammate to join us on this exciting journey.

As a Customer Support Team Lead youll be at the heart of Mudflaps mission guiding a team of passionate specialists to deliver outstanding support to our incredible customers 24/7/365. Youll play a vital role in helping small trucking businesses thrive by ensuring our agents are equipped motivated and empowered to resolve issues quickly and effectively. This is a handson leadership role where youll drive process improvements collaborate across teams and be a key player in shaping a worldclass customer experience. If youre excited about making a real daily impact and love a fastpaced dynamic environment wed love to have you on our team!

Strong preference for candidates based in Austin TX but remote candidates may be considered as well.

Expectations (In this role you will):

• Be obsessed with improving the Mudflap customer experience driving industryleading 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 topnotch support by addressing issues such as omnichannel ticket handling customer wait times and escalated tickets
• Monitor calls emails chats and other customerfacing 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 customerfacing issues and collaborate with crossfunctional teams on developing better resolution tools and processes

Experience (What we look for):

• 3 years in a leadership or supervisory role directly managing and developing customer support agents and 4 years in remote customer support role within fintech or tech startup environments
• Experience using customer support tools and platforms (ex: Zendesk Intercom or similar ticketing system)
• Prior experience managing projects or process improvement initiatives
• Obsessed with improving the customer experience driving industryleading customer satisfaction
• Outstanding communication skills both verbal and written
• You have a clear vision of what excellence looks like and you bring the experience to build it
• Youre a natural leader who inspires and motivates those around you
• Youre humble and eager to learn with a notasktoosmall mindset
• You have sleuthing skills to problem solve on behalf of customers
• You have a growth mindset
• You are data driven
• You are an early adopter of new tech
• You have recent and relevant customer support experience

Perks and Benefits (What we offer):

• A committed team on a mission to change a massive industry for the better
• A high bar for quality and commitment to selfimprovement
• An open mind to new ideas and methodologies
• Competitive salary and benefit options
• Opportunities and support for major career growth

The salary range for this role is $60000 $70000. This information reflects a base salary range for this position based on current market data which may be subject to change as new market data becomes available. The candidates skills experience and other relevant factors will determine the exact compensation. This position may also be eligible for additional incentives such as equity awards or shortterm incentives. Our benefits include medical/dental/vision insurance 401(k) with company match WFH stipend and PTO.

Shifts (our current need):

• 5 days a week 8 hours per day Night shift: Tuesday to Saturday 10pm 6am CST

Company Overview (Who we are):

Mudflap is on a mission to transform the trucking and logistics industry by leveling the playing field for owner operators and small fleets. Backed by toptier venture investors including QED Matrix Partners Commerce Ventures NFX and 500 Startups and included in the Forbes Fintech 50 list Mudflap offers fleet fuel management solutions. Our core team hails from Disney Uber Procore DoorDash Google Meta Capital One Affirm and Brex.

Here are the core values that we believe in and look for in new teammates:

• Be Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do
• Make it Count: Act like an owner by focusing on the impact of your work
• Find a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates
• Sweat the Details: We keep our standards high and achieve them by paying attention to every detail
• Be Curious: Use a growth mindset to question assumptions take calculated risks and stretch the boundaries of whats possible