Customer Support Team Lead

Mudflap

. Guide and support a team of customer support specialists serving customers 24/7/365 .

Posted 11/7/2026full-timeRemote • United StatesSenior💰 $60,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support leadership, focusing on enhancing customer satisfaction and team performance through effective communication, process improvement, and data-driven decision-making. Proficient in utilizing customer support tools to streamline operations and resolve issues efficiently.

Highest-signal resume keywords

Customer Support LeadershipProcess Improvement InitiativesZendesk ExperienceData-Driven Problem SolvingTeam Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support ToolsProject ManagementProcess ImprovementOmnichannel Ticket HandlingQuality Assurance Monitoring

Soft Skills

Strong Communication SkillsProactive Problem SolverNatural LeadershipCuriosity and Growth Mindset

Tools & Technologies

ZendeskIntercom

Industry Keywords

Customer ExperienceRemote Customer SupportFintechTech Startup

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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!)