Mudflap

Customer Support

• Improve the Mudflap customer experience and drive industry-leading customer satisfaction
• Respond quickly and accurately to agent questions and empower agents to resolve customer issues
• Track and act on 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
• Manage 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
• Solve immediate issues for agents and customers with sustainability and scalability in mind
• Identify root causes of recurring customer-facing issues
• Collaborate with cross-functional teams to develop better resolution tools and processes

Customer Support Team Lead – Overnight

Product Manager

• Own how Mudflap builds products and experiences for merchants at the heart of its marketplace
• Spend significant time directly with merchant partners to understand their businesses and identify opportunities
• Develop and own the strategy and roadmap for merchant-facing products and experiences
• Translate merchant feedback into broader insights, distinguishing one-off requests from scalable product opportunities
• Identify new ways to create value for merchants and carriers, including pricing, promotions, incentives, and other marketplace capabilities
• Partner with Product, Engineering, Operations, and merchant-facing teams to determine investment priorities
• Partner with Engineering and cross-functional teams from discovery and strategy through launch and iteration
• Use customer insights, data, and product judgment to prioritize opportunities and measure impact
• Build trusted relationships with merchant partners and lead product conversations

Senior Product Manager, Merchant

Analyst

• Own and evolve fraud strategies across Mudflap’s payments products, including fleet card and legacy payment products
• Identify emerging fraud patterns and translate insights into scalable rules, controls, and policies
• Partner with Data Science to develop, evaluate, and improve fraud detection models
• Use SQL, Python, and advanced analytics to uncover fraud trends, vulnerabilities, and opportunities
• Define fraud KPIs, loss thresholds, and monitoring frameworks tied to risk appetite and unit economics
• Build dashboards and reporting that surface emerging risks and measure strategy effectiveness
• Partner with Product and Engineering to embed fraud controls into new products and customer experiences
• Evaluate and implement third-party fraud tools, data sources, and detection capabilities
• Develop fraud strategies that enable safe expansion into new payment rails, including ACH
• Balance fraud prevention, customer friction, growth, and profitability as Mudflap scales

Customer Support Team Lead – Overnight

Senior Product Manager, Merchant

Senior Fraud Analyst