Settlement Operations Analyst

Mudflap serves the $800B trucking industry, the backbone of the U.S. economy. Our market-leading payment products help truckers save thousands of dollars on fuel (their #1 business expense), while providing our fuel stop partners with access to new, hard-to-reach customers. We’re a fast-growing marketplace business looking for a new customer-obsessed teammate to join us on this exciting journey.

As a Settlement Operations Analyst, you will support Mudflap’s fuel stop partners and trucking company customers by researching and resolving settlement-related questions, transaction discrepancies, and payment issues through Zendesk and email. Support communications are typically handled through email, though you may occasionally need to make an outbound call or schedule a Zoom call to resolve more complex partner questions. You will help ensure transactions and payments are reviewed accurately and issues are resolved with care, urgency, and strong attention to detail.

This role requires clear communication, sound judgment, and the ability to work cross-functionally with teams such as Finance, Support, Account Management, and Product/Engineering to resolve partner concerns, identify root causes, and improve settlement processes.

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 team members who can travel periodically if needed.

To support our team, we offer:

• Commuter benefits to ease your travel
• Lunches and snacks to keep you fueled
• A collaborative, high-growth environment where you’ll work closely with talented teammates across the company

Expectations (In this role, you will):

• Research and resolve settlement-related issues, including expired or canceled fuel codes, out-of-balance accounts, adjustments, refunds, chargebacks, and other transaction discrepancies.
• Manage and respond to settlement-related tickets through Zendesk, providing clear, accurate, and timely updates to merchant partners and fuel code/fleet card users.
• Investigate transaction and account data across internal tools to ensure information is accurate and payments are processed correctly.
• Partner cross-functionally with Finance, Support, Account Management, Product, Engineering, and other teams to resolve complex account or transaction issues.
• Educate newly onboarded merchant partners on how to navigate Mudflap’s merchant dashboard and understand relevant settlement processes.
• Provide professional, thoughtful, and above-and-beyond support while resolving requests within the expected 5-business-day SLA.
• Identify recurring issues, document findings, and recommend process improvements to improve accuracy, efficiency, and partner experience.
• Leverage AI tools, including ChatGPT, to improve efficiency, support daily workflows, and identify opportunities to strengthen Settlement Operations processes.
• Support ad-hoc settlement operations work, including Mudflap card transaction reviews, reconciliation tasks, reporting, and other operational needs as they arise.

Experience (What we look for):

• Comfortable working with spreadsheets, internal systems, ticketing platforms, and transaction-level data; intermediate Excel or Google Sheets experience is a plus.
• 2+ years of experience owning claims, cases, or support tickets from intake through resolution, including documentation, follow-up, and escalation when needed.
• Strong attention to detail, with the ability to identify discrepancies, validate information, and follow through to resolution.
• Able to manage multiple priorities, organize a queue of time-sensitive requests, and meet deadlines without sacrificing accuracy.
• Strong written and verbal communication skills, with the ability to explain payment or account-related issues clearly and professionally.
• Analytical and curious, with the ability to investigate issues, identify patterns, and determine when to escalate.
• Comfortable working independently while also collaborating closely with teammates and cross-functional partners.
• Thrives in a fast-paced, “all hands on deck” environment where priorities may shift and flexibility is important.
• Able to build strong working relationships with internal teams such as Finance, Support, Account Management, Product, and Engineering.
• Experience using AI tools (e.g., ChatGPT, Claude, or similar) to improve productivity, analyze information, or streamline workflows is a plus.
• Prior experience in payments, fintech, finance operations, reconciliation, customer support operations, or merchant services is a plus.

Perks and Benefits (What we offer):

• 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!)

The salary range for this role is $65,000 - $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 Overview (Who we are):

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 and 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