Customer Support Team Lead – Overnight

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🕒 June 18

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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

• Lead a team of customer support agents, ensuring high-quality service • Respond quickly and accurately to agent questions and empower them to resolve customer issues • Track and action live shift metrics to deliver top-notch support • Monitor calls, emails, chats, and other interactions for quality assurance • Manage ongoing 1:1s with team members to provide feedback • Serve as a subject matter expert on Mudflap products • Identify root causes of issues and collaborate with cross-functional teams

🎯 Requirements

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents • Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system) • 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 • A proactive, data-driven problem solver with strong critical thinking skills • A natural leader who can 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

🏖️ Benefits

• 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!)