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Support Escalations Team Lead
Location
United States
Posted
2 days ago
Salary
$72K - $80K / year
Seniority
Senior
Job Description
Support Escalations Team Lead
Mudflap
• 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
Job Requirements
- 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
Benefits
- 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
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