Customer Support Team Lead - Overnight
Mudflap
WorldwideFully remoteFull TimeManagerCustomer Service
USD 60,000–70,000 a yearPosted 3 hours ago3h agoApply link checked 3 hours ago
Why we think you can apply
- Hiring model
- Open worldwide · the employer states no country restriction
- Work from
- Anywhere, the UAE included
Posted 3 hours ago · apply link checked 3 hours ago
About the role
Responsibilities
- Coach and support a team of overnight agents to ensure exceptional customer service
- Track live shift metrics including omnichannel ticket handling and customer wait times
- Monitor calls, emails, and chats for quality assurance and provide frequent agent feedback
- Manage 1:1s to provide feedback on performance, attendance, and productivity
- Serve as a subject matter expert on the Mudflap product to solve complex issues
- Identify root causes of recurring issues and collaborate cross-functionally on process improvements
Requirements
- 3+ years in a leadership or supervisory role managing customer support agents
- 4+ years in a remote customer support role within fintech or tech startup environments
- Experience using customer support tools such as Zendesk or Intercom
- Proven ability to lead projects and improve customer experience processes
- Strong written and verbal communication skills
Benefits
- Competitive salary and equity
- Multiple health benefit options
- Responsible Time Off
- 401(k) matching
- Annual company offsite event
About the Company
Mudflap is a fintech platform modernizing the trucking industry by providing fuel management solutions to independent truckers and small fleets, helping them save on fuel and streamline operations.
What we look for
- 3+ years leadership experience managing customer support agents
- 4+ years remote customer support experience in fintech or tech startups
- Proficiency with Zendesk, Intercom, or similar ticketing systems
- Strong written and verbal communication skills
- Data-driven problem solving and critical thinking skills
IntercomZendeskFintech
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Mudflap
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