Customer Support Team Lead – Overnight

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

📋 Description

• Enhance the Mudflap customer experience and promote exceptional customer satisfaction within the industry.

• Provide prompt and precise responses to agent inquiries, empowering them to resolve customer issues effectively.

• Monitor and act upon live shift metrics, including omnichannel ticket management, customer wait times, and escalated tickets.

• Evaluate calls, emails, chats, and other customer-facing communications for quality assurance purposes.

• Offer regular feedback to agents.

• Conduct ongoing one-on-one meetings addressing 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.

• Address immediate concerns for agents and customers with a focus on sustainability and scalability.

• Determine the root causes of recurring customer-facing challenges.

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

⛳️ Requirements

• Over 3 years of experience in a leadership or supervisory position directly managing and developing customer support agents.

• More than 4 years of experience in a remote customer support role within fintech or tech startup settings.

• Proficient in utilizing customer support tools and platforms such as Zendesk, Intercom, or similar ticketing systems.

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

• Demonstrated ability to lead projects, enhance processes, and improve customer experiences.

• Excellent written and verbal communication skills.

• Proactive, data-driven approach to problem-solving along with strong critical thinking capabilities.

• Capacity to transform ideas into actions and drive results.

• A sense of curiosity, humility, eagerness to learn, and a growth mindset.

• Comfort with adopting new technologies and utilizing tools for enhanced efficiency.

🏝️ Benefits

• Commuter benefits.

• Lunches and snacks provided.

• A collaborative and high-growth work environment.

• Competitive salary and equity options.

• Various health benefit options available.

• Responsible Time Off policy.

• 401(k) matching program.

• Opportunities and support for significant career advancement.

• Annual company offsite event (Mudfest!).