Support Escalations Team Lead

At Mudflap, we're modernizing the $1 trillion trucking industry, the backbone of the U.S. economy. By helping over 100,000 underserved small businesses save over $1 billion on fuel, Mudflap has quickly grown into a profitable fintech platform that processes billions in annual payment volume.

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.

Shift: Tuesday - Saturday 7:00 AM - 3:00 PM EST

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 tea