Customer Support Team Lead - Overnight

Mudflap serves the $800B trucking industry, the backbone of the U.S. economy. Our market-leading payment products help truckers save thousands of dollars on fuel (their #1 business expense) while providing our fuel stop partners access to new, hard-to-reach customers. We’re a fast-growing marketplace business looking for a new customer-obsessed teammate to join us on this exciting journey. Lead the Team Supporting Truckers While the World Sleeps Join the team powering the backbone of America, no matter the hour. Mudflap is a fast-growing marketplace on a mission to support the independent truckers who keep our country moving. Our Customer Support team is available 24/7/365, and we're proud to show up—especially during the overnight hours when our customers need us most. We're looking for an Overnight Customer Support Team Lead to coach and support a team of agents while ensuring our customers receive exceptional service when it matters most. In this role, you'll balance real-time customer support with team development, performance coaching, and operational excellence, serving as a trusted resource for both customers and teammates. If you're passionate about developing people, solving complex problems, and making a meaningful impact, we'd love to meet you. 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 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 Perks and Benefits (What we offer): 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.