Mudflap

• Lead investigations into complex settlement issues from intake through resolution, balancing financial accuracy, operational risk, and partner experience. • Research and resolve payment discrepancies, adjustments, refunds, chargebacks, reconciliation issues, and account-level inquiries. • Analyze transaction data using dashboards, spreadsheets, SQL, and internal tools to identify root causes and validate findings. • Partner cross-functionally with Finance, Product, Engineering, Support, and Account Management to resolve issues and implement long-term improvements. • Engage directly with merchants and external partners via email, Zoom, and occasional phone when needed to investigate issues and support resolution. • Identify opportunities to automate, simplify, and scale operational workflows, documentation, and internal processes. • Leverage AI tools to accelerate investigations, analyze data, improve documentation, draft communications, and increase operational efficiency. • Support reconciliation, reporting, audits, and other operational initiatives as needed.

• Hire, develop, and manage L2 Escalation Agents • Lead weekly standups, maintain performance scorecards, and drive team engagement and retention • Ensure a 15-minute initial response SLA is met across all escalations • Monitor and audit performance regularly, with strict adherence for Risk Ops cases • Own and maintain the escalation playbook library • Review new entries within 72 hours and conduct regular audits to ensure accuracy and usability • Enforce proper escalation routing across Risk Ops, Engineering, Settlement, Product, Success, and Operations • Deliver weekly escalation reports to the Head of Support • Maintain direct accountability for fraud and high-risk cases • Build and manage strong relationships with key partner teams • Track and improve L1 resolution rates through playbooks

• Communicate clearly and confidently, with a warm, professional tone and genuine empathy • Think fast on your feet, troubleshoot effectively, and keep customers reassured every step of the way • Thrive in a high-call environment and stay sharp, organized, and efficient throughout the day • Deliver an experience that feels effortless, personal, and thoughtful • Read between the lines, pick up on customer signals, and respond in creative ways that show deep understanding • Hungry to learn, open to feedback, and excited to grow your skills and career with Mudflap • Move comfortably between tools like Zendesk, Slack, and internal systems without skipping a beat

Role Description Mudflap is a fast-growing marketplace on a mission to support the independent truckers who keep our country moving. Our Customer Support team is available 24/7/365, and we're proud to show up—especially during the overnight hours when our customers need us most. As an Overnight Customer Support Team Lead , you will coach and support a team of agents while ensuring our customers receive exceptional service when it matters most. In this role, you'll balance real-time customer support with team development, performance coaching, and operational excellence, serving as a trusted resource for both customers and teammates. If you're passionate about developing people, solving complex problems, and making a meaningful impact, we'd love to meet you. Expectations - Be obsessed with improving the Mudflap customer experience, driving industry-leading customer satisfaction. - Respond quickly and accurately to agent questions, empowering them to resolve customer issues promptly. - Track and action on live shift metrics to ensure the team is delivering top-notch support by addressing issues such as omnichannel ticket handling, customer wait times, and escalated tickets. - Monitor calls, emails, chats and other customer-facing interactions for quality assurance and deliver frequent agent feedback. - Manage ongoing 1:1s with each team member to provide feedback on performance, attendance, work quality, productivity and teamwork. Translate agent feedback into actionable steps to improve the agent and customer experience. - Be an exemplary role model for the team, living out our values and modeling agent best practices. - Serve as a deep subject matter expert on the Mudflap product to effectively solve immediate issues for agents and customers with an eye for sustainability and scalability. - Identify the root cause of recurring customer-facing issues and collaborate with cross-functional teams on developing better resolution tools and processes. Qualifications - 3+ years in a leadership or supervisory role directly managing and developing customer support agents. - 4+ years in a remote customer support role within fintech or tech startup environments. - Experience using customer support tools and platforms (ex: Zendesk, Intercom or similar ticketing system). - Recent customer support experience, preferably in a fast-paced environment. - Proven ability to lead projects, improve processes, and enhance the customer experience. - Strong written and verbal communication skills. - A proactive, data-driven problem solver with strong critical thinking skills. - A natural leader who can turn ideas into action and drive results. - Curious, humble, and eager to learn with a growth mindset. - Comfortable adopting new technology and leveraging tools to work more effectively. Benefits - 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!). Salary Range The salary range for this role is $60,000 - $70,000. 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 Description 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 - 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.

• Lead customers through stages of the card journey, from card application to ordering to first swipe completion, ensuring a timely and smooth process. • Educate customers on how to use Mudflap’s fuel card and associated platforms effectively, addressing any questions or concerns. • Monitor and track your prospects’ progress using CRM tools (e.g., HubSpot), ensuring all their data and your interactions are accurately documented. • Identify and resolve application and onboarding barriers, escalating issues when necessary to internal teams. • Proactively engage with customers to action to foster initial usage, focusing on creating long-term value and retention. • Collaborate with cross-functional teams to refine the PLG motion and contribute to scalable best practices. • Deliver exceptional customer experiences by maintaining a professional, empathetic, and customer-focused approach in all interactions.

• Lead customers through stages of the card journey, from card application to ordering to first swipe completion, ensuring a timely and smooth process. • Educate customers on how to use Mudflap’s fuel card and associated platforms effectively, addressing any questions or concerns. • Monitor and track your prospects’ progress using CRM tools (e.g., HubSpot), ensuring all their data and your interactions are accurately documented. • Identify and resolve application and onboarding barriers, escalating issues when necessary to internal teams. • Proactively engage with customers to action to foster initial usage, focusing on creating long-term value and retention. • Collaborate with cross-functional teams to refine the PLG motion and contribute to scalable best practices. • Deliver exceptional customer experiences by maintaining a professional, empathetic, and customer-focused approach in all interactions.

Role Description As a Partner Success Manager, you’ll support and grow relationships with our largest merchant partners. In this role, you’ll serve as the primary relationship owner for major merchants, helping drive strategy, operational success, and long-term partnership growth. - Own the success and growth of Mudflap’s largest merchant partnerships - Build executive-level relationships and act as a trusted strategic advisor to key partners - Monitor merchant performance, identify trends and risks, and proactively drive operational and business improvements - Lead complex partner conversations, business reviews, escalations, and cross-functional initiatives with urgency and ownership - Develop scalable playbooks, processes, and operational frameworks to support a growing enterprise merchant network - Partner closely with Product, Operations, Support, and Sales teams to remove friction and improve the partner experience - Advocate for merchant needs internally while balancing business goals and operational scalability - Operate with speed and adaptability in a high-growth environment where priorities evolve quickly - Deliver thoughtful communication, reporting, and insights to both partners and internal leadership teams Qualifications - 5–8+ years of experience in Partner Success, Customer Success, Account Management, Enterprise Support, or Strategic Partnerships - Experience managing large, complex, or enterprise-level merchant/vendor relationships - Strong industry expertise within fuel, trucking, logistics, mobility, retail, payments, or related merchant ecosystems preferred - Proven ability to navigate ambiguity and operate effectively in fast-paced, high-growth environments - Strong analytical and operational mindset with experience leveraging metrics and data to drive decisions and partner outcomes - Exceptional relationship-building and communication skills, including experience working with executive stakeholders - Demonstrated ownership, urgency, and problem-solving abilities with a bias toward action - Experience working cross-functionally to influence outcomes and improve partner operations at scale - Highly organized with strong prioritization and project management capabilities - Familiarity with CRM platforms (Salesforce, HubSpot) and analytics/reporting tools (Looker, Excel, SQL) is a plus Benefits - 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!) Company Description 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, Mudflap offers fleet fuel management solutions. - Core team hails from Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, Affirm and Brex - Included in the Forbes Fintech 50 list

Drive strategic data science initiatives that impact business outcomes, lead end-to-end machine learning projects, and collaborate across teams to translate complex requirements into actionable insights while mentoring junior team members.

• Successfully grow the Mudflap Fuel Card product while managing the profitability of the portfolio • Ensure that the loss rates of the Mudflap Fuel Card align with risk appetite and profitability goals • Determine KPIs to assess the success of the Mudflap Fuel Card • Develop and implement policies and procedures that reduce credit and fraud risk for Mudflap • Develop repayment and collection strategies to improve the recovery of delinquent accounts • Partner with operations and product teams to implement credit and collections strategies • Develop next generation credit risk financial models and best-in-class monitoring framework • Shape the future of our credit card/credit program using various tools and methodologies: multi-product internal data, credit bureaus and alternative data sources • Partner with the leadership and product teams to develop and launch new credit products as Mudflap expands its offerings

• Provide customer support via phone, email, and chat • Resolve customer inquiries and technical issues • Maintain accurate customer records in CRM system • Collaborate with internal teams to escalate complex issues