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 Director of Customer Support will lead Mudflap’s evolving 24/7 support organization, driving operational excellence, team development, and an exceptional customer experience. Based in Austin, this leader will oversee a hybrid model of US-based remote agents and team leads, while building and leading a growing on-site support team.

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 is passionate about building high-performing teams that deliver outstanding service.

This role will be based on-site in our Austin, TX office.

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

Perks and Benefits (What we offer):

A committed team on a mission to change a massive industry for the better
A high bar for quality and commitment to self-improvement
An open mind to new ideas and methodologies
Competitive salary and benefit options
Opportunities and support for major career growth

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 candidates skills, experience, and other relevant factors will determine the exact compensation. This position may also be eligible for additional incentives such as equity awards or short-term incentives. Our benefits include medical/dental/vision insurance, 401(k) with company match, WFH stipend, and PTO.

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