Support Escalations Team Lead

Responsibilities

• Hire, develop, and manage L2 Escalation Agents
• Ensure 15-minute initial response SLA is met across all escalations
• Own and maintain the escalation playbook library and SOPs
• Manage fraud and high-risk cases with direct accountability
• Deliver weekly escalation reports on volume, SLA, and trends

Requirements

• 3+ years in customer support with 1+ year in L2/escalation roles
• Experience leading a small team of 2–5 agents
• Strong experience with fraud, financial disputes, or risk operations

Preferred Qualifications

• Background in trucking, fleet, fuel, or logistics
• Familiarity with Zendesk workflows
• Spanish-language proficiency

Benefits

• Competitive salary and equity
• Multiple health benefit options
• 401(k) matching

About the Company

Mudflap serves the $800B trucking industry by providing market-leading payment products that help truckers save on fuel and provide fuel stop partners with access to new customers.