Customer Support Team Lead - Overnight

Expectations (In this role, you will)

• Be obsessed with improving the Mudflap customer experience, driving industry-leading customer satisfaction
• Respond quickly and accurately to agent questions, empowering them to resolve customer issues promptly
• Track and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated tickets
• Monitor calls, emails, chats and other customer-facing interactions for quality assurance and deliver frequent agent feedback
• Manage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity and teamwork. Translate agent feedback into actionable steps to improve the agent and customer experience
• Be an exemplary role model for the team, living out our values and modeling agent best practices
• Serve as a deep subject matter expert on the Mudflap product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalability
• Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes

Experience (What we look for)

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents - and - 4+ years in remote customer support role within fintech or tech startup environments
• Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system)
• 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
• A proactive, data-driven problem solver with strong critical thinking skills
• A natural leader who can turn ideas into action and drive results
• Curious, humble, and eager to learn with a growth mindset
• Comfortable adopting new technology and leveraging tools to work more effectively