Customer Support Team Lead – Overnight

Job Description: • 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: • 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: • 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!)