Support Escalations Team Lead

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Mudflap

WebsiteLinkedInAll Job Openings

11 - 50 employees

🚗 Transport

💸 Finance

🤝 B2B

💰 Pre Seed Round on 2018-11

Transport • Finance • B2B

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

• Hire, develop, and manage L2 Escalation Agents • Lead weekly standups, maintain performance scorecards, and drive team engagement and retention • Ensure a 15-minute initial response SLA is met across all escalations • Monitor and audit performance regularly, with strict adherence for Risk Ops cases • Own and maintain the escalation playbook library • Review new entries within 72 hours and conduct regular audits to ensure accuracy and usability • Enforce proper escalation routing across Risk Ops, Engineering, Settlement, Product, Success, and Operations • Deliver weekly escalation reports to the Head of Support • Maintain direct accountability for fraud and high-risk cases • Build and manage strong relationships with key partner teams • Track and improve L1 resolution rates through playbooks

🎯 Requirements

• 3+ years of experience in customer support, including at least 1 year in an escalation, specialist, or L2 role • Experience leading a small team (2–5 agents) in a contact center environment • Strong experience with fraud, financial disputes, or risk operations within fintech, payments, or a related space is highly preferred • Proven ability to create clear, actionable SOPs and playbooks that frontline teams can execute independently • Strong cross-functional communication skills, with experience partnering with Engineering, Product, and Finance teams • Nice to Have: Background in trucking, fleet, fuel, or logistics operations • Experience managing escalation SLAs in a 24/7 environment • Familiarity with Zendesk workflows, views, and macros • Spanish-language proficiency • Experience building or scaling an L2 or escalations function

🏖️ Benefits

• A work-from-home stipend to help you create a comfortable and productive workspace • A competitive benefits package • Equity as part of your total compensation • The opportunity to grow in a high-impact, high-growth environment • A collaborative culture where you’ll work closely with talented teammates across the company