Customer Support Team Lead – Overnight

Vaga não está no LinkedIn

🕒 Junho 18

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $60.000 - $70.000 / ano

⏰ Tempo Integral

🟠 Sênior

💝 Suporte ao Cliente

👻 Score fantasma 36%

O que significa: quão provável esta vaga está aberta sem contratação ativa.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

Candidatar-se

Encontrar Vagas Remotas Similares

Configurar Alerta de Email para Novas Vagas

📊 Verifique sua pontuação de currículo para esta vaga

Melhore suas chances de conseguir uma entrevista verificando sua pontuação de currículo antes de se candidatar.

Enviar Currículo

Mudflap

SiteLinkedInTodas as Vagas

11 - 50 funcionários

📦 Logística

🚗 Transporte

💸 Finanças

💰 Pre Seed Round em 2018-11

Logistics • Transport • Finance

Mudflap é uma empresa que parece ter fornecido um texto repleto de palavras e caracteres repetitivos, o que não revela suas atividades comerciais ou foco setorial. Sem mais contexto, é difícil determinar a natureza exata dos serviços ou o alinhamento setorial da empresa.

Descrição

• Coach and support a team of customer support agents during overnight hours • Balance real-time customer support with team development, performance coaching, and operational excellence • Improve customer experience and drive industry-leading customer satisfaction • Respond quickly and accurately to agent questions and empower agents to resolve customer issues • Track and act on live shift metrics, including omnichannel ticket handling, customer wait times, and escalated tickets • Monitor calls, emails, chats, and other customer-facing interactions for quality assurance • Provide frequent agent feedback • Conduct ongoing 1:1s addressing performance, attendance, work quality, productivity, and teamwork • Translate agent feedback into actionable improvements • Model agent best practices and company values • Serve as a subject matter expert on the Mudflap product • Solve immediate issues for agents and customers with sustainability and scalability in mind • Identify root causes of recurring customer-facing issues • Collaborate with cross-functional teams to develop improved resolution tools and processes

🎯 Requisitos

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents • 4+ years in a remote customer support role within fintech or tech startup environments • Experience using customer support tools and platforms, such as Zendesk, Intercom or similar ticketing systems • 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 • Proactive, data-driven problem-solving and strong critical thinking skills • Ability to turn ideas into action and drive results • Curious, humble, and eager to learn with a growth mindset • Comfortable adopting new technology and leveraging tools to work more effectively • Tuesday–Saturday availability, 11:00 PM–7:00 AM EST • Must reside in the U.S. and be legally authorized to work in the United States

🏖️ Benefícios

• Commuter benefits to ease your travel • Lunches and snacks • Collaborative, high-growth environment • Competitive salary and equity in a high-growth startup • Multiple health benefit options • Responsible Time Off • 401(k) matching • Opportunities and support for major career growth • Annual Company offsite event (Mudfest!)