mudflap - Support Escalations Team Lead
Requirements
• 3+ years of experience in customer support, including at least 1 year in an escalation, specialist, or L2 role • Experience leading a small team (2–5 agents) in a contact center environment • Strong experience with fraud, financial disputes, or risk operations within fintech, payments, or a related space is highly preferred • Proven ability to create clear, actionable SOPs and playbooks that frontline teams can execute independently • Strong cross-functional communication skills, with experience partnering with Engineering, Product, and Finance teams • Background in trucking, fleet, fuel, or logistics operations • Experience managing escalation SLAs in a 24/7 environment • Familiarity with Zendesk workflows, views, and macros • Spanish-language proficiency • Experience building or scaling an L2 or escalations function
Responsibilities
• Team Leadership — Hire, develop, and manage L2 Escalation Agents. Lead weekly standups, maintain performance scorecards, and drive team engagement and retention. • SLA Ownership — Ensure a 15-minute initial response SLA is met across all escalations. Monitor and audit performance regularly, with strict adherence for Risk Ops cases. • Playbook Management — Own and maintain the escalation playbook library, reviewing new entries within 72 hours and conducting regular audits to ensure accuracy and usability. • Routing Oversight — Enforce proper escalation routing across Risk Ops, Engineering, Settlement, Product, Success, and Operations. • Reporting & Insights — Deliver weekly escalation reports to the Head of Support, including volume, SLA performance, resolution rates, trends, and risk exposure. • Risk Escalation Management — Maintain direct accountability for fraud and high-risk cases, ensuring immediate response and involvement in critical incidents. • Cross-Functional Partnership — Build and manage strong relationships with key partner teams, ensuring alignment on processes and SLAs. • Deflection Optimization — Track and improve L1 resolution rates through playbooks, with a goal of increasing frontline resolution over time.
Benefits
• Equity as part of your total compensation • Competitive salary and equity in a high-growth startup • Multiple health benefit options • Responsible Time Off • 401(k) matching • Opportunities and support for major career growth • Annual Company offsite event (Mudfest!) • The salary range for this role is $72,000 - $80,000. This information reflects a base salary range for this position based on current market data, which may be subject to change as new market data becomes available. The candidate's skills, experience, and other relevant factors will determine the exact compensation.
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