Director of Customer Support
Director of Customer Support
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Job Description
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 with access to new hardtoreach customers. Were a fastgrowing marketplace business looking for a new customerobsessed teammate to join us on this exciting journey.
The Director of Customer Support will lead Mudflaps evolving 24/7 support organization driving operational excellence team development and an exceptional customer experience. Based in Austin this leader will oversee a hybrid model of USbased remote agents and team leads while building and leading a growing onsite support team.
Reporting to the CoFounder / Head of Product this role is uniquely positioned to bring the voice of the customer into product development and help close the loop between user experience feedback and innovation. The ideal candidate combines strategic leadership with handson thrives in a fastpaced environment and is passionate about building highperforming teams that deliver outstanding service.
This role will be based onsite in our Austin TX office.
Expectations (In this role you will):
- Have full ownership of the Customer Support function processes and tools
- Communicate and collaborate with crossfunctional stakeholders (Customer Success Product Engineering etc. and external partners to streamline and automate support
- Ensure the delivery of thorough training on product/feature updates as they rollout
- Continually audit and optimize our interviewing and onboarding processes
- Partner with our People leadership to develop thoughtful careerpathing for agents and team leads
Experience (What we look for):
- Customer Obsession! Its our #1 company value and the North Star for our Customer Support team
- Excellent operations and systems thinking skills
- Background leading support for payments/transactions products (preferred)
- Familiarity with the pace and ambiguity of growthstage startups
- 5 years of people management experience
- 7 years of experience working with Zendesk Hubspot chat platforms or similar ticketing platforms
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 $160000 $200000. 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.
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
Required Experience:
Director
Employment Type
Full Time
