Customer Support Team Lead - Overnight

Responsibilities Coach and support a team of overnight agents to ensure exceptional customer service Track live shift metrics including omnichannel ticket handling and customer wait times Monitor calls, emails, and chats for quality assurance and provide frequent agent feedback Manage 1:1s to provide feedback on performance, attendance, and productivity Serve as a subject matter expert on the Mudflap product to solve complex issues Identify root causes of recurring issues and collaborate cross-functionally on process improvements Requirements 3+ years in a leadership or supervisory role managing customer support agents 4+ years in a remote customer support role within fintech or tech startup environments Experience using customer support tools such as Zendesk or Intercom Proven ability to lead projects and improve customer experience processes Strong written and verbal communication skills Benefits Competitive salary and equity Multiple health benefit options Responsible Time Off 401(k) matching Annual company offsite event About the Company Mudflap is a fintech platform modernizing the trucking industry by providing fuel management solutions to independent truckers and small fleets, helping them save on fuel and streamline operations.