Support Escalations Team Lead

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.

As a Support Escalations Team Lead, you serve as the critical bridge between frontline support and key specialist teams, including Risk Operations, Engineering, Settlement, Product, Success, and Operations. This role is reserved for top-performing frontline agents—selected not based on tenure, but on strong judgment and decision-making.

You take full ownership of complex customer issues, ensuring each case has a single accountable owner from start to resolution. In addition, you help transform high-impact resolutions into scalable playbooks, driving continuous improvement across the support organization.

Work Location: 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.

To support our fully remote team, we offer:

• A work-from-home stipend to help you create a comfortable and productive workspace

• A competitive benefits package

• Equity as part of your total compensation

• The opportunity to grow in a high-impact, high-growth environment

• A collaborative culture where you’ll work closely with talented teammates across the company

Expectations (In this role, you will):

• Team Leadership — Hire, develop, and manage L2 Escalation Agents. Lead weekly standups, maintain performance scorecards, and drive team engagement and retention.

• SLA Ownership — Ensure a 15-minute initial response SLA is met across all escalations. Monitor and audit performance regularly, with strict adherence for Risk Ops cases.

• Playbook Management — Own and maintain the escalation playbook library, reviewing new entries within 72 hours and conducting regular audits to ensure accuracy and usability.

• Routing Oversight — Enforce proper escalation routing across Risk Ops, Engineering, Settlement, Product, Success, and Operations.

• Reporting & Insights — Deliver weekly escalation reports to the Head of Support, including volume, SLA performance, resolution rates, trends, and risk exposure.

• Risk Escalation Management — Maintain direct accountability for fraud and high-risk cases, ensuring immediate response and involvement in critical incidents.

• Cross-Functional Partnership — Build and manage strong relationships with key partner teams, ensuring alignment on processes and SLAs.

• Deflection Optimization — Track and improve L1 resolution rates through playbooks, with a goal of increasing frontline resolution over time.

Experience (What we look for):

QUALIFICATIONS

• 3+ years of experience in customer support, including at least 1 year in an escalation, specialist, or L2 role

• Experience leading a small team (2–5 agents) in a contact center environment

• Strong experience with fraud, financial disputes, or risk operations within fintech, payments, or a related space is highly preferred

• Proven ability to create clear, actionable SOPs and playbooks that frontline teams can execute independently

• Strong cross-functional communication skills, with experience partnering with Engineering, Product, and Finance teams

Nice to Have:

• Background in trucking, fleet, fuel, or logistics operations

• Experience managing escalation SLAs in a 24/7 environment

• Familiarity with Zendesk workflows, views, and macros

• Spanish-language proficiency

• Experience building or scaling an L2 or escalations function

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 $72,000 - $80,000. 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