{"id":3902990,"url":"https://alion.io/job/mudflap-customer-support-team-lead","title":"Customer Support Team Lead","company":{"id":8941,"name":"Mudflap","domain":"mudflapinc.com","url":"https://alion.io/company/mudflap","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":89,"open_postings":12,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":62,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":60000,"max":70000,"currency":"USD","period":"year","gross":null,"usd_annual":70000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":false}],"status":"live","first_seen_at":"2026-11-06T21:52:09Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-08T14:27:02Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"At Mudflap, we're modernizing the $1 trillion trucking industry, the backbone of the U.S. economy. By helping over 100,000 underserved small businesses save over $1.5 billion on fuel, Mudflap has quickly grown into a profitable fintech platform that processes billions in annual payment volume.\nAs a Customer Support Team Lead, you’ll be at the heart of Mudflap’s mission, guiding a team of passionate specialists to deliver outstanding support to our incredible customers 24/7/365. You’ll play a vital role in helping small trucking businesses thrive by ensuring our agents are equipped, motivated, and empowered to resolve issues quickly and effectively. This is a hands-on leadership role where you’ll drive process improvements, collaborate across teams, and be a key player in shaping a world-class customer experience. If you’re excited about making a real daily impact and love a fast-paced, dynamic environment, we’d love to have you on our team!\nExpectations (In this role, you will):\nBe obsessed with improving the Mudflap customer experience, driving industry-leading customer satisfaction\n\nRespond quickly and accurately to agent questions, empowering them to resolve customer issues promptly\n\nTrack 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\n\nMonitor calls, emails, chats, and other customer-facing interactions for quality assurance and deliver frequent agent feedback\n\nManage 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\n\nBe an exemplary role model for the team, living out our values and modeling agent best practices\n\nServe 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\n\nIdentify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes\n\nExperience (What we look for):\n1+ year in a senior customer support role - and - 4+ years in a remote customer support role total\n\nExperience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system)\n\nPrior experience managing projects or process improvement initiatives\n\nRecent customer support experience, preferably in a fast-paced environment\n\nProven ability to lead projects, improve processes, and enhance the customer experience\n\nStrong written and verbal communication skills\n\nA proactive, data-driven problem solver with strong critical thinking skills\n\nA natural leader who can turn ideas into action and drive results\n\nCurious, humble, and eager to learn with a growth mindset\n\nComfortable adopting new technology and leveraging tools to work more effectively\n\nShift: Monday through Friday - 3:00 PM to 11:00 PM ET\nPerks and Benefits (What we offer):\nCompetitive salary and equity in a high-growth startup\n\nMultiple health benefit options\n\nResponsible Time Off\n\n401(k) matching\n\nOpportunities and support for major career growth\n\nAnnual Company offsite event (Mudfest!)\n\nThe 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.\nCompany Overview (Who we are):\nMudflap is on a mission to transform the trucking and logistics industry by leveling the playing field for owner operators and small fleets. Backed by top-tier venture investors, including QED, Matrix Partners, Commerce Ventures, NFX, and 500 Startups and included in the Forbes Fintech 50 list, Mudflap offers fleet fuel management solutions. Our core team hails from Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm and Brex.\nHere are the core values that we believe in and look for in new teammates:\nBe Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do\n\nMake it Count: Act like an owner by focusing on the impact of your work\n\nFind a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates\n\nSweat the Details: We keep our standards high and achieve them by paying attention to every detail\n\nBe Curious: Use a growth mindset to question assumptions, take calculated risks and stretch the boundaries of what’s possible","description_format":"text","description_chars":4692,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Fleet Management","Coupons, Deals & Cashbacks"],"lifecycle":[{"event":"open","at":"2026-11-07T01:27:59Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 3","filings_12m":3,"filings_prev_12m":2,"green_card_filings_12m":0,"median_offered_wage_usd":182500,"route":null,"cap_exempt":false,"checked_at":"2026-11-08T10:45:15+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":62,"reasons":["conf:3","velocity","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":{"stated_usd_annual":70000,"is_top_pay":false},"html_url":"https://alion.io/job/mudflap-customer-support-team-lead","json_url":"https://alion.io/job/mudflap-customer-support-team-lead.json","meta":{"generated_at":"2026-11-08T15:19:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":32397,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":8941},"rest":"https://alion.io/mcp/rest/get_company?id=8941"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmudflap-customer-support-team-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmudflap-customer-support-team-lead"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmudflap-customer-support-team-lead"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mudflap-customer-support-team-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmudflap-customer-support-team-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3902990}},{"tool":"search_jobs","arguments":{"company":"mudflapinc.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3902990},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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