Head of Customer Support

Mudflap serves the $800B trucking industry, the backbone of the U.S. economy. Our market-leading payment products help truckers save thousands of dollars on fuel (their #1 business expense), while providing our fuel stop partners with access to new, hard-to-reach customers. We’re a fast-growing marketplace business looking for a new customer-obsessed teammate to join us on this exciting journey.

The Head of Customer Support will lead Mudflap’s evolving 24/7 support organization, driving operational excellence, team development, and an exceptional customer experience. This leader will oversee a fully remote team of U.S.-based agents and team leads, with a focus on scaling systems, processes, and culture across time zones.

Reporting to the Co-Founder / Head of Product, this role is uniquely positioned to bring the voice of the customer into product development and help close the loop between user experience, feedback, and innovation. The ideal candidate combines strategic leadership with hands-on execution, thrives in a fast-paced environment, and has a proven track record of building and energizing distributed support teams that consistently deliver outstanding service.

We value in-person connection and have offices in both Palo Alto and Austin. While we prefer candidates located in these hubs for occasional meetings and team collaboration, we are open to remote team members who can travel periodically if needed.

Expectations (In this role, you will):

• Have full ownership of the Customer Support function, processes, and tools
• Communicate and collaborate with cross-functional stakeholders (Customer Success, Product, Engineering, etc.) and external partners to streamline and automate support
• Ensure the delivery of thorough training on product/feature updates as they roll-out
• Continually audit and optimize our interviewing and on-boarding processes
• Partner with our People leadership to develop thoughtful career-pathing for agents and team leads

Experience (What we look for):

• Customer Obsession! It’s our #1 company value and the North Star for our Customer Support team
• Excellent operations and systems thinking skills
• Background leading support for payments/transactions products (preferred)
• Familiarity with the pace and ambiguity of growth-stage startups
• 5+ years of people management experience
• 7+ years of experience working with Zendesk, Hubspot, chat platforms or similar ticketing platforms
• Bachelor’s degree or higher required

Perks and Benefits (What we offer): 

• 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!)

The salary range for this role is $160,000 - $200,000. 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. 

Company Overview (Who we are):

Mudflap 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.

Here are the core values that we believe in and look for in new teammates:

• Be Customer Obsessed: We deeply understand customer needs and put our customers at the center of everything we do
• Make it Count: Act like an owner by focusing on the impact of your work
• Find a Way: Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates
• Sweat the Details: We keep our standards high and achieve them by paying attention to every detail
• Be Curious: Use a growth mindset to question assumptions, take calculated risks and stretch the boundaries of what’s possible