[Remote] Customer Support Team Lead - Overnight

Note: The job is a remote job and is open to candidates in USA. Mudflap is a fast-growing marketplace serving the trucking industry, providing payment products that help truckers save on fuel expenses. They are seeking an Overnight Customer Support Team Lead to coach and support a team of agents, ensuring exceptional service for customers while balancing real-time support with team development and operational excellence.ResponsibilitiesBe obsessed with improving the Mudflap customer experience, driving industry-leading customer satisfactionRespond quickly and accurately to agent questions, empowering them to resolve customer issues promptlyTrack and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated ticketsMonitor calls, emails, chats and other customer-facing interactions for quality assurance and deliver frequent agent feedbackManage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity and teamwork. Translate agent feedback into actionable steps to improve the agent and customer experienceBe an exemplary role model for the team, living out our values and modeling agent best practicesServe as a deep subject matter expert on the Mudflap product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalabilityIdentify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processesSkills3+ years in a leadership or supervisory role directly managing and developing customer support agentsExperience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system)Recent customer support experience, preferably in a fast-paced environmentProven ability to lead projects, improve processes, and enhance the customer experienceStrong written and verbal communication skillsA proactive, data-driven problem solver with strong critical thinking skillsA natural leader who can turn ideas into action and drive resultsCurious, humble, and eager to learn with a growth mindsetComfortable adopting new technology and leveraging tools to work more effectivelyBenefitsCompetitive salary and equity in a high-growth startupMultiple health benefit optionsResponsible Time Off401(k) matchingOpportunities and support for major career growthAnnual Company offsite event (Mudfest!)Company OverviewMudflap provides instant fuel discounts to thousands of owner-operators and small fleets at hundreds of independent fuel stops and chains. It was founded in 2016, and is headquartered in Palo Alto, California, USA, with a workforce of 51-200 employees. Its website is https://www.mudflapinc.com.