Customer Support Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and provide guidance to a team of customer support specialists available 24/7/365.

• Enhance the Mudflap customer experience and promote customer satisfaction.

• Address agent inquiries and empower them to promptly resolve customer concerns.

• Monitor real-time shift metrics, including omnichannel ticket management, customer wait times, and escalated tickets.

• Evaluate calls, emails, chats, and other customer-facing interactions to ensure quality assurance.

• Provide regular feedback to agents.

• Conduct ongoing one-on-one meetings focused on performance, attendance, work quality, productivity, and teamwork.

• Convert agent feedback into actionable enhancements for both agents and customers.

• Exemplify team values and best practices for agents.

• Act as a subject matter expert on the Mudflap product, addressing immediate issues in a sustainable and scalable manner.

• Identify the underlying causes of recurring customer-facing challenges.

• Work collaboratively with cross-functional teams to create improved resolution tools and processes.

⛳️ Requirements

• Minimum of 1 year in a senior customer support role and at least 4 years in a remote customer support position overall.

• Familiarity with customer support tools and platforms such as Zendesk, Intercom, or similar ticketing systems.

• Previous experience in managing projects or process improvement initiatives.

• Recent customer support experience, ideally in a fast-paced setting.

• Demonstrated ability to lead projects, enhance processes, and improve the overall customer experience.

• Excellent written and verbal communication skills.

• Proactive, data-driven problem solver with strong critical thinking abilities.

• Natural leader capable of transforming ideas into action and achieving results.

• Inquisitive, humble, eager to learn, and focused on growth.

• Comfortable with adopting new technologies and utilizing tools for enhanced effectiveness.

• At least 3 years in a leadership or supervisory role directly managing and developing customer support agents, with 4+ years in remote customer support within fintech or tech startup settings.

• Must reside in the U.S.

• Must be legally authorized to work in the United States for any employer.

• Completion of the specified interview, reference-check, employment-verification, and background-check process is required.

🏝️ Benefits

• Competitive salary and equity in a high-growth startup.

• Multiple health benefit options available.

• Responsible Time Off policy.

• 401(k) matching.

• Opportunities and support for significant career advancement.

• Annual company offsite event (Mudfest!).