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<p>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.</p>
<p><strong>Support Truckers While the World Sleeps</strong></p>
<p>We’re hiring a Senior Customer Support Specialist for our overnight shift who brings energy, confidence, and steady leadership to the team during off-hours. In addition to solving customer problems, you'll help create a positive, connected environment for your fellow overnight teammates, setting the tone for the shift and serving as a trusted partner to both customers and colleagues.</p>
<p>As a senior specialist, you’ll solve complex issues with efficiency and empathy, drive operational excellence, and help us scale support across new features and product lines. You’ll also mentor team members, influence process improvements, and build a culture of collaboration, even while the world sleeps.</p>
<p>Join the team powering the backbone of America, no matter the hour.</p>
<p><strong>Current shift times available:</strong></p>
<ul>
<li>Sunday through Thursday: 8pm - 4am PST / 11pm - 7am EST</li>
</ul>
<p><strong>Expectations (In this role, you will):</strong></p>
<p>We hold a high bar for customer support and we’re proud of it. Here’s what we'll count on you for:</p>
<ul>
<li><strong>Deliver Exceptional Support: </strong>Provide fast, personal, and effective support across phone, email, and chat for all product areas (Fuel App, Mudflap Card, and future offerings)</li>
<li><strong>Own Your Shift:</strong> Work independently and reliably during overnight hours, staying focused, proactive, and in control</li>
<li><strong>Lead by Example: </strong>Help energize the overnight team, reinforce morale, and bring structure and accountability to every shift</li>
<li><strong>Communicate with Clarity and Empathy: </strong>Speak and write with confidence and warmth. De-escalate tense situations and make complex things easy to understand</li>
<li><strong>Solve Problems in Real Time: </strong>Troubleshoot on the fly, think critically, and keep customers reassured every step of the way</li>
<li><strong>Mentor Others:</strong> Support new and existing team members, modeling ownership, tone, and service excellence</li>
<li><strong>Manage Volume with Grace:</strong> Stay sharp, organized, and consistent, even when things get busy</li>
<li><strong>Collaborate to Improve:</strong> Work with CS leadership on support goals, internal tools, and process improvements</li>
<li><strong>Drive Team Operations: </strong>Ensure smooth overnight operations through strong communication, performance ownership, and alignment with company values</li>
<li><strong>Embrace Growth: </strong>Stay curious, welcome feedback, and look for ways to grow your impact as Mudflap evolves</li>
<li><strong>Navigate Tools with Ease:</strong> Use platforms like Zendesk, Slack, and internal systems comfortably and efficiently</li>
</ul>
<p><strong>Experience (What we look for):</strong></p>
<ul>
<li>5+ years of experience in remote customer support roles, preferably in fast-paced, high-growth tech or fintech environments</li>
<li>A track record of high performance, exceeding targets for CSAT, response quality, and productivity. We maintain a 90% or higher</li>
<li>Experience with modern support platforms, such as Zendesk, Intercom, or Salesforce Service Cloud</li>
<li>Exceptional problem-solving ability, with strong attention to detail and a calm, analytical approach</li>
<li>A team-first mentality, with experience mentoring or coaching others, even informally</li>
<li>Experience contributing to internal documentation, process design, or team culture-building initiatives</li>
</ul>
<p><strong>Perks and Benefits (What we offer): </strong></p>
<ul>
<li>Competitive pay and equity in a high-growth startup</li>
<li>Multiple health benefit options</li>
<li>Paid Time Off</li>
<li>401(k) matching</li>
<li>Opportunities and support for major career growth</li>
<li>Annual Company offsite event (Mudfest!)</li>
</ul>
<p>The pay range for this role is $28 - $32 per hour. This information reflects a base 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. </p>
<p><strong>We’ve got you covered! </strong>Training runs for three weeks, and we’ll ship you the equipment you need to succeed.</p>
<p><strong>Company overview (Who we are):</strong></p>
<p>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.</p>
<p>Here are the core values that we believe in and look for in new teammates:</p>
<ul>
<li><strong>Be Customer Obsessed: </strong>We deeply understand customer needs and put our customers at the center of everything we do</li>
<li><strong>Make it Count:</strong> Act like an owner by focusing on the impact of your work</li>
<li><strong>Find a Way:</strong> Be a creative problem solver who pushes past roadblocks to win for our customers and our teammates</li>
<li><strong>Sweat the Details:</strong> We keep our standards high and achieve them by paying attention to every detail</li>
<li><strong>Be Curious: </strong>Use a growth mindset to question assumptions, take calculated risks and stretch the boundaries of what’s possible</li>
</ul>
<p><strong><em>*If your application is selected for the next stage, you will receive an email invite to complete a short take-home assessment through our assessment platform, TestGorilla. This helps us better understand your skills and how you approach tasks relevant to the role. Please check both your inbox and spam folder for the email invite, and please complete the assessment as soon as possible. Thank you!</em></strong></p>
