Customer Support Team Lead – Overnight

Mudflap

. Improve the Mudflap customer experience and drive industry-leading customer satisfaction .

Posted 9/24/2026full-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 agent performance through effective communication, data-driven problem-solving, and process improvement. Proficient in utilizing customer support tools to drive results and foster a collaborative team environment.

Highest-signal resume keywords

Customer Support LeadershipProcess ImprovementData-Driven Problem SolvingZendesk ExperienceCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support ManagementPerformance TrackingQuality Assurance MonitoringRoot Cause AnalysisProject Leadership

Soft Skills

Strong Communication SkillsProactive Problem SolvingGrowth MindsetTeamworkCuriosity

Tools & Technologies

ZendeskIntercomTicketing Systems

Industry Keywords

FintechTech StartupCustomer ExperienceOmnichannel Support

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

3+ years in a leadership or supervisory role directly managing and developing customer support agents
4+ years in a remote customer support role within fintech or tech startup environments
Experience using customer support tools and platforms such as Zendesk, Intercom, or similar ticketing systems
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-solving and strong critical thinking skills
Ability to turn ideas into action and drive results
Curiosity, humility, eagerness to learn, and a growth mindset
Comfort adopting new technology and leveraging tools to work more effectively

Benefits

Comp & perks

Commuter benefits
Lunches and snacks
Collaborative, high-growth environment
Competitive salary and equity
Multiple health benefit options
Responsible Time Off
401(k) matching
Opportunities and support for major career growth
Annual Company offsite event (Mudfest!)