Head of Customer Support

Mudflap•Palo Alto, CA

66d•Remote

About The Position

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.

Requirements

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

Responsibilities

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