Customer Support Team Lead – Overnight

Job not on LinkedIn

🕒 June 18

🇺🇸 United States – Remote

💵 $60k - $70k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 35%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mudflap

WebsiteLinkedInAll Job Openings

11 - 50 employees

📦 Logistics

🚗 Transport

💸 Finance

💰 Pre Seed Round on 2018-11

Logistics • Transport • Finance

Mudflap is a fast-growing provider of fuel cards and a discount fuel app in the United States. The company offers drivers and fleets a way to save on diesel at over 2,700 truck stops nationwide by using the Mudflap Fuel Card and App, which come with no fees and significant discounts per fill-up. The Mudflap network is the largest diesel discount network in trucking and is recommended by a significant majority of carriers, owner-operators, and small fleets. The service also includes a partnership program for truck stops. Mudflap supports its users with a comprehensive app and card dashboard, FAQs, and customer support. The Mudflap Fuel Card is accepted wherever Visa is accepted, allowing for broader use and convenience for fleet managers and drivers.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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!)