Customer Support (CS) Training & Enablement Specialist
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Job Description
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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 $1.5 billion on fuel, Mudflap has quickly grown into a profitable fintech platform that processes billions in annual payment volume.
As a Customer Support (CS) Training & Enablement Specialist, you will help build a world-class Support organization. This role owns key parts of the post-onboarding learning experience, including ongoing training, coaching, QA, product readiness, and performance enablement.
You'll partner closely with our Customer Support Training Lead, who owns new hire onboarding, SOP management, and our current knowledge base tooling (Guru). Both roles are expected to flex into the other's scope when coverage requires it.
Expectations (In this role, you will):
Training & Development: Design and deliver ongoing training, workshops, certifications, and learning paths for Agents and Team Leads.
Coaching & Performance: Partner with Team Leads to identify performance gaps and create targeted coaching, remediation, and development programs.
Quality Assurance: Own our QA program using AI-powered tools and customer interactions to identify trends, coaching opportunities, and areas for improvement.
Customer Obsession & Values: Train and coach toward Mudflap's specific standard of customer care—not just process compliance. Build our values into certifications and coaching so agents understand the why behind SOPs, not just the how.
Product Enablement: Partner with Product, Engineering, Operations, and Support Leadership to develop training and resources for new products, features, and process changes.
LMS & Content: Own LMS administration, learning paths, certifications, and enablement content while partnering with the Training Lead to keep materials aligned with SOPs and Guru.
Leadership & Career Development: Build programs that strengthen Team Lead capabilities and create clear growth paths for Support Agents.
Analytics: Track QA, CSAT, productivity, training completion, speed to proficiency, and other metrics to measure impact and identify opportunities.
Continuous Improvement: Use data, AI, and frontline insights to continuously raise the bar on Support quality, knowledge, and performance.
Experience (What we look for):
4+ years of experience in Training, Learning & Development (L&D), Enablement, or QA.
Experience designing and facilitating training and coaching programs.
Strong communication, facilitation, and project management skills.
Experience with LMS platforms, learning content development, and ticketing/support platforms (e.g., Zendesk).
A data-driven approach to identifying performance and learning opportunities.
Experience with AI-powered QA, coaching, or support tools is a plus.
Passion for developing people and building a best-in-class Support organization.
What Success Will Look Like
A scalable post-onboarding learning program, stronger QA and coaching, effective product release readiness, clear career development paths, and a track record of measurably moving the needle on quality, CSAT, and speed to proficiency over time.
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Mudflap
View Company ProfileMudflap (operating at mudflapinc.com) is a fuel savings platform engineered for the trucking industry, specializing in real-time diesel discounts. Founded in 2020 by CEO and founder Sanjay Desai and headquartered in Palo Alto, CA, Mudflap disrupts the traditional fuel expense model by offering instant discounts at thousands of truck stops nationwide—eliminating the need for manual coupon hunting or loyalty program sign-ups. Under the hood, the platform leverages partnerships with major truck stop chains (including TA Petro, Speedway, and Kwik Trip) to provide verified, app-based savings, accessible via a mobile-first experience. This allows truckers and logistics operators to slash fuel costs dynamically, with discounts varying by location and availability. Backed by substantial investor interest—with a reported $111.3B in total funding across 28,035 investors—Mudflap has scaled rapidly, serving over 500,000 users since its free app launch in January 2020.
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