Customer Support Team Lead

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $60k - $70k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.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

• Guide and support a team of customer support specialists serving customers 24/7/365 • Improve the Mudflap customer experience and drive customer satisfaction • Respond to agent questions and empower agents to resolve customer issues promptly • Track 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 • Deliver frequent agent feedback • Conduct ongoing 1:1s covering performance, attendance, work quality, productivity, and teamwork • Translate agent feedback into actionable improvements for agents and customers • Model team values and agent best practices • Serve as a subject matter expert on the Mudflap product and solve immediate issues sustainably and scalably • Identify root causes of recurring customer-facing issues • Collaborate with cross-functional teams to develop improved resolution tools and processes

🎯 Requirements

• 1+ year in a senior customer support role and 4+ years in a remote customer support role total • Experience using customer support tools and platforms such as Zendesk, Intercom, or similar ticketing systems • Prior experience managing projects or process improvement initiatives • 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 solver with strong critical thinking skills • Natural leader able to turn ideas into action and drive results • Curious, humble, eager to learn, and growth-minded • Comfortable adopting new technology and leveraging tools to work more effectively • 3+ years in a leadership or supervisory role directly managing and developing customer support agents and 4+ years in remote customer support within fintech or tech startup environments • Must reside in the U.S. • Must be legally authorized to work in the United States for any employer • Must complete the specified interview, reference-check, employment-verification, and background-check process

🏖️ 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!)

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