Senior Customer Support Operations Manager

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 Sr. Customer Support Operations Manager youll be at the heart of Mudflaps mission working with 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 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!

This role is based in Austin TX and involves a hybrid work approach balancing inoffice collaboration with the ability to work remotely.

Expectations (In this role you will):

• Identify and implement innovative process improvements to enhance customer experience team performance and functional efficiency
• Build compelling business cases balancing cost effort and value and present recommendations to senior leadership for prioritization
• Own the translation of highlevel strategies into actionable plans ensuring customercentric solutions efficient execution and measurable results while bringing precision and focus to every stage and turning ideas into impactful outcomes
• Be a trusted partner and guide to our customer support team leads and specialists while maintaining a handson approach to improving support functions and performance
• Use data analytics tools to measure performance inform strategic decisions and execute process modifications with a customerobsessed mindset leveraging data and reports from Support applications internal data and other third party vendors
• Serve as a subject matter expert on Customer Support platforms and technology continuously optimizing workflows and driving improvements that enhance efficiency while elevating the agent and customer experience
• Spearhead the development of SOPs for function changes and product or feature rollouts lead projects for new CS initiatives manage the departments knowledge base and processes and serve as the conduit to define and iterate on Support and Risk functions
• Partner crossfunctionally to drive continuous improvement of customer support processes and programs and align Customer Support goals with broader company initiatives and business strategy

Experience (What we look for):

• 4 years of experience in Customer Support Customer Support Operations or Customer Experience
• Proven track record of building and scaling customer support teams and processes in a fastpaced startup environment
• Strong analytical skills with experience using tools such as Excel and SQL for analysis or a willingness to learn SQL combined with curiosity and a drive to uncover insights beyond the numbers
• Deep understanding of operational excellence in customer support and strong problemsolving abilities with a focus on scalable techforward solutions
• Outstanding communication and influencing skills across all levels of the organization with a track record of crossfunctional collaboration and influence
• Proficiency with Zendesk and other customer support platforms and productivity tools including knowledge management AI and automation
• Experience designing and scaling both internal and external knowledge bases with a proactive approach to identifying content gaps and collaboration with team members to create and maintain highquality support documentation

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
• Annual company offsite event (Mudfest!)

The salary range for this role is $125000 $150000. 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