mudflap - Customer Support Team Lead - Overnight
Requirements
• 3+ years in a leadership or supervisory role directly managing and developing customer support agents • 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
Responsibilities
• 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
Benefits
• 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 $60,000 - $70,000. 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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