Customer Support Team Lead - Overnight
New
M
MudflapFintech, Logistics
Remote, Tuesday - Saturday, 11:00 PM - 7:00 AM ESTFull-TimeLead
Salary$60,000 - $70,000
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Job Details
- Experience
- 3+ years in a leadership or supervisory role; 4+ years in remote customer support role
- Required Skills
- Quality AssuranceZendeskCustomer support
Requirements
- 3+ years in a leadership or supervisory role managing and developing customer support agents.
- 4+ years in remote customer support within fintech or tech startup environments.
- Experience using customer support tools and ticketing platforms such as Zendesk or Intercom.
- Proven track record in leading projects and improving operational processes.
- Strong written and verbal communication skills.
- Proactive, data-driven problem solving and critical thinking skills.
- Ability to act as an exemplary role model and influence team culture.
- Comfortable adopting new technology and leveraging digital tools.
- Growth mindset and ability to work in a fast-paced environment.
Responsibilities
- Coach and support a team of agents while ensuring exceptional customer service during overnight hours.
- Respond quickly to agent questions to empower prompt customer issue resolution.
- Track and action live shift metrics, including omnichannel ticket handling and wait times.
- Monitor calls, emails, and chats for quality assurance and deliver frequent performance feedback.
- Manage 1:1 sessions to improve agent productivity, attendance, and work quality.
- Serve as a subject matter expert on the product to solve complex issues.
- Identify root causes of recurring issues and collaborate on process improvements.
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