• Performs end-to-end order management using SAP, Salesforce, and customer portals. • Maintains customer master data, part numbers, and critical specifications. • Investigates missed OTIF and resolves simple to moderately complex issues. • Communicates proactively with internal teams and customers regarding order issues. • Collaborates with stakeholders to ensure order flow and resolve queries. • Builds relationships with assigned customers. • Handles line stop or AOG situations with stakeholder coordination. • Meets KPIs and SLAs and participates in company initiatives. • Follows up on delays and coordinates tasks to meet SLAs. • Creates simple reports or analytics. • Participates in continuous improvement and basic Lean projects. • Performs administrative tasks as needed. • Analyzes and recommends alternatives to meet customer or account needs. • Applies customer service, issue resolution, and problem-solving skills.

• 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

• Answer incoming communications from customers • Conduct research to provide answers for customers to resolve their issues • Recommendations of products or services • Closing a sale may be required

• Own the support operating model and redesign it around automation and agentic AI rather than linear headcount growth. • Design, deploy, and continuously improve agentic support systems across the full lifecycle: triage, resolution, escalation, and follow-up. • Build the knowledge and data infrastructure these systems depend on, including knowledge bases, retrieval systems, and the telemetry that feeds them. • Define and instrument the metrics that prove the model works: deflection rate, automated resolution rate, cost-to-serve, time-to-resolution, and CSAT. • Integrate support tooling with the product, internal systems, and customer telemetry so that resolution becomes increasingly automated over time. • Partner with Product and Engineering to convert recurring support signals into product fixes and self-service capabilities. • Maintain support quality and SLAs for a technical cybersecurity customer base throughout the transition. • Lead a small, high-leverage team of support and automation engineers, hiring for technical and systems capability.