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Customer Support Team Lead

Posted 2024-11-07

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💎 Seniority level: Lead, 7+ years

📍 Location: US, EST, NOT STATED

💸 Salary: 60000 - 70000 USD per year

🔍 Industry: Fintech, trucking industry

🏢 Company: Mudflap

🗣️ Languages: English, Spanish

⏳ Experience: 7+ years

🪄 Skills: Problem Solving

Requirements:
  • 3+ years in a leadership or supervisory role directly managing customer support agents.
  • 4+ years in a remote customer support role within fintech or tech startups.
  • Bilingual: fluency in English and Spanish preferred.
  • Experience with customer support tools (e.g., Zendesk, Intercom).
  • Experience managing projects or process improvements.
  • Outstanding verbal and written communication skills.
  • Ability to inspire and motivate a team.
  • Strong multitasking skills with a high sense of urgency.
Responsibilities:
  • Be obsessed with improving the Mudflap customer experience and drive customer satisfaction.
  • Respond to agent queries to empower prompt issue resolution.
  • Track live shift metrics to monitor support quality.
  • Conduct quality assurance on customer interactions and provide feedback.
  • Manage 1:1s with team members for performance feedback and improvement.
  • Act as a subject expert on Mudflap products for issue resolution.
  • Identify and address root causes of customer-facing issues with cross-functional teams.
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