Senior 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 own the investigation and resolution of settlement-related issues for Mudflap's fuel stop partners and trucking company customers. You'll ensure transaction accuracy, resolve payment discrepancies, and partner across the business to deliver timely, thoughtful solutions while continuously improving settlement operations. Using sound judgment, strong attention to detail, and an investigative mindset, you'll identify root causes, coordinate with cross-functional teams, and communicate with partners through email, phone, or Zoom as needed to ensure issues are fully resolved. This role requires clear communication, operational judgment, and close collaboration with teams including Finance, Support, Account Management, Product, and Engineering to resolve complex settlement issues, improve processes, and strengthen the overall partner experience. 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:) Own settlement issues from investigation through resolution, ensuring transaction accuracy while balancing partner experience, financial impact, and operational judgment. Research and resolve settlement-related issues, including payment discrepancies, adjustments, refunds, chargebacks, and account-level concerns. Investigate transaction and account data to identify root causes, validate information, and ensure accurate settlement outcomes. Partner cross-functionally with Finance, Support, Account Management, Product, Engineering, and other teams to resolve complex issues and drive permanent fixes. Identify recurring issues and improve settlement processes, tooling, documentation, and workflows to increase accuracy, reduce manual work, and support operational excellence. Communicate clearly and professionally with merchant partners, fuel code users, and fleet card users throughout the resolution process. Leverage AI tools, systems, and repeatable workflows to improve efficiency, quality, documentation, and decision-making. Support reconciliation, reporting, transaction reviews, and other operational priorities as needed. Experience (What we look for:) 2+ years of experience owning claims, cases, escalations, or operational issues from investigation through resolution. Strong analytical and investigative skills, with the ability to identify discrepancies, determine root causes, and validate information before taking action. Strong attention to detail and sound operational judgment when balancing accuracy, risk, partner experience, and business priorities. Experience working with spreadsheets, internal systems, ticketing platforms (Zendesk is a plus), dashboards, and transaction-level data; intermediate Excel or Google Sheets experience is preferred. Able to prioritize competing work, manage multiple investigations simultaneously, and meet deadlines without sacrificing quality. Strong written and verbal communication skills, with the ability to explain complex payment or account issues clearly and professionally. Comfortable working independently while collaborating closely with cross-functional teams to resolve issues and improve processes. Demonstrated ownership mindset with a focus on operational excellence, continuous improvement, and solving problems beyond the immediate issue. Experience using AI tools, systems, or repeatable workflows to improve productivity, analysis, documentation, or decision-making is a plus. Prior experience in payments, fintech, finance operations, reconciliation, merchant services, or customer support operations 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