Customer Support Team Lead – Overnight

Job Description:

• Coach and support a team of customer support agents during overnight hours
• Provide real-time customer support and serve as a trusted resource for customers and teammates
• Improve customer experience and drive industry-leading customer satisfaction
• Respond quickly and accurately to agent questions, enabling prompt issue resolution
• Track and act on live shift metrics, including omnichannel ticket handling, customer wait times, and escalated tickets
• Monitor calls, emails, chats, and other customer-facing interactions for quality assurance
• Deliver frequent feedback to agents
• Conduct ongoing 1:1s covering performance, attendance, work quality, productivity, and teamwork
• Translate agent feedback into actionable improvements
• Model agent best practices and company values
• Serve as a subject matter expert on the Mudflap product
• Solve immediate issues for agents and customers with sustainability and scalability in mind
• Identify root causes of recurring customer-facing issues
• Collaborate with cross-functional teams to develop better resolution tools and processes

Requirements:

• 3+ years in a leadership or supervisory role directly managing and developing customer support agents
• 4+ years in a remote customer support role within fintech or tech startup environments
• Experience using customer support tools and platforms such as Zendesk, Intercom or similar ticketing systems
• Recent customer support experience, preferably in a fast-paced environment
• Proven ability to lead projects, improve processes, and enhance the customer experience
• Strong written and verbal communication skills
• Proactive, data-driven problem-solving and strong critical thinking skills
• Ability to turn ideas into action and drive results
• Curious, humble, and eager to learn with a growth mindset
• Comfortable adopting new technology and leveraging tools to work more effectively
• Must reside in the U.S.
• Must be legally authorized to work in the United States for any employer
• Must not require employment visa sponsorship now or in the future
• Video-on participation during the Recruiter interview may be required
• No use of AI or external assistance during interviews unless stated otherwise
• Final-round interview with the CEO
• Professional reference checks
• Employment verification through a background check

Benefits:

• Commuter benefits
• Lunches and snacks
• Collaborative, high-growth environment
• Competitive salary and equity in a high-growth startup
• Multiple health benefit options
• Responsible Time Off
• 401(k) matching
• Opportunities and support for major career growth
• Annual Company offsite event (Mudfest!)

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