Customer Support Team Lead - Overnight
MudflapFuel Management company
Remote$60K - $70KLead
QED Investors
Matrix Partners
500 Global
9Yards Capital
Commerce Ventures
Bossa Invest
Operations & Strategy
About the role
TL;DR
Lead and support a team of customer support agents during overnight shifts.
- •Lead the team supporting truckers while the world sleeps.
- •Join the team powering the backbone of America, no matter the hour.
- •Key Responsibilities Coach and support a team of agents while ensuring customers receive exceptional service.
- •Balance real-time customer support with team development, performance coaching, and operational excellence.
- •Track and action on live shift metrics to ensure top-notch support.
- •Monitor calls, emails, chats, and other customer-facing interactions for quality assurance.
- •Manage ongoing 1:1s with each team member to provide feedback and improve the agent and customer experience.
- •Requirements 3+ years in a leadership or supervisory role managing customer support agents. 4+ years in remote customer support role within fintech or tech startup environments.
- •Experience using customer support tools and platforms.
- •Recent customer support experience, preferably in a fast-paced environment.
- •Proven ability to lead projects, improve processes, and enhance the customer experience.
Required skills
Customer Service
Nice-to-have skills
AgileProject Management
Domain expertise
fintech
Benefits & perks
Commuter benefits, Lunches and snacks, Collaborative, high-growth environment
