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 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.

As a Sr. Customer Support Operations Manager, you’ll be at the heart of Mudflap’s mission, working with a team of passionate specialists to deliver outstanding support to our incredible customers 24/7/365. You’ll play a vital role in helping small trucking businesses thrive by ensuring our agents are equipped, motivated, and empowered to resolve issues quickly and effectively. This is a hands-on role where you’ll drive process improvements, collaborate across teams, and be a key player in shaping a world-class customer experience. If you’re excited about making a real daily impact and love a fast-paced, dynamic environment, we’d love to have you on our team!

This role is based in Austin, TX and involves a hybrid work approach, balancing in-office collaboration with the ability to work remotely.

Expectations (In this role, you will):

Identify and implement innovative process improvements to enhance customer experience, team performance, and functional efficiency
Build compelling business cases balancing cost, effort, and value, and present recommendations to senior leadership for prioritization
Own the translation of high-level strategies into actionable plans, ensuring customer-centric solutions, efficient execution, and measurable results, while bringing precision and focus to every stage and turning ideas into impactful outcomes
Be a trusted partner and guide to our customer support team leads and specialists while maintaining a hands-on approach to improving support functions and performance
Use data analytics tools to measure performance, inform strategic decisions and execute process modifications with a customer-obsessed mindset, leveraging data and reports from Support applications, internal data, and other third party vendors
Serve as a subject matter expert on Customer Support platforms and technology, continuously optimizing workflows and driving improvements that enhance efficiency, while elevating the agent and customer experience
Spearhead the development of SOPs for function changes and product or feature rollouts, lead projects for new CS initiatives, manage the department’s knowledge base and processes, and serve as the conduit to define and iterate on Support and Risk functions
Partner cross-functionally to drive continuous improvement of customer support processes and programs and align Customer Support goals with broader company initiatives and business strategy

Experience (What we look for):

4+ years of experience working in a combination of customer support, merchant support and strategy & operations, business operations or consulting. At least 2 years in a strategy & operations, business operations or consulting role is a requirement
Proven track record of building and scaling customer support teams and processes in a fast-paced startup environment, with experience leading cross-functional teams, including product, technology, & ops teams
Strong analytical skills, with experience using tools such as Excel and SQL for analysis, combined with curiosity and a drive to uncover insights beyond the numbers
Deep understanding of operational excellence in customer support and strong problem-solving abilities with a focus on scalable tech-forward solutions
Outstanding communication and influencing skills across all levels of the organization, with a track record of cross-functional collaboration and influence
Proficiency with Zendesk and other customer support platforms and productivity tools, including knowledge management, AI, and automation
Experience designing and scaling both internal and external knowledge bases, with a proactive approach to identifying content gaps and collaboration with team members to create and maintain high-quality support documentation

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 $125,000 - $150,000. 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.

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