Customer Support Team Lead - Night Shift

Customer Support Team Lead – Night Shift

3+ years in a leadership or supervisory role directly managing and developing customer support agents
4+ years in remote customer support role within fintech or tech startup environments
Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system)
Outstanding communication skills, both verbal and written
Recent and relevant customer support experience

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
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

Obsessed with improving the customer experience, driving industry-leading customer satisfaction
You have a clear vision of what excellence looks like, and you bring the experience to build it
You’re humble and eager to learn with a no-task-too-small mindset
You have sleuthing skills to problem solve on behalf of customers
You have a growth mindset
You are data driven
You are an early adopter of new tech