Risk Operations Analyst

Mudflap • Palo Alto, CA

1d • $80,000 - $90,000 • Hybrid

About The Position

Mudflap is seeking a Risk Operations Analyst to own the Risk Operations queue during the evening shift. Reporting to the Head of Customer Success, this role makes real-time decisions about who can join and remain on the Mudflap network by verifying identities, investigating suspicious activity, and resolving account blocks. The goal is to prevent fraud and losses while treating customers fairly and avoiding unnecessary barriers for legitimate customers.

The position is based in the Bay Area and uses a hybrid work approach, combining in-office collaboration with remote work. It is an exempt position with minimum coverage expectations of Sunday through Thursday, 12:00–8:00 PM Pacific Time. Performance is measured by case response and resolution speed and decision quality, which is reviewed in regular calibration sessions. Collections, disputes and chargebacks, and payment arrangements are handled by the Payment Operations team and are outside this role.

Mudflap is a fintech platform focused on trucking and logistics, providing fleet fuel management solutions for owner-operators and small fleets. The company describes itself as a profitable, high-growth startup and emphasizes customer focus, ownership, creativity, attention to detail, and curiosity.

Requirements

• 1–3 years of experience in queue-based, judgment-heavy work such as fraud or risk operations, trust and safety, KYC or identity verification, payments support, or escalated customer support.
• Ability to own a fast-moving queue and keep it under control by the end of each shift.
• Sound judgment under ambiguity, remaining appropriately skeptical without assuming every customer is acting maliciously.
• Clear, concise writing for case notes that are read by teammates and sometimes customers.
• Comfort working with data in ticketing systems and spreadsheets.
• Availability to work Sunday through Thursday, 12:00–8:00 PM Pacific Time.

Nice To Haves

• SQL or BI tools experience.
• Experience in payments, financial services, fuel, or trucking.

Responsibilities

• Own the Risk Operations queue by claiming, investigating, and resolving identity-verification, account-block, and fraud-escalation cases from start to finish.
• Respond quickly to new cases, prevent work from becoming stale, and finish each shift with a controlled queue and clear handoff notes for the daytime team.
• Investigate cases using transaction data, identity and device signals, and case-management tools; document evidence and reasoning so decisions are consistent and auditable.
• Make decisions within policy and escalate cases outside policy, balancing fraud risk against the risk of turning away a legitimate customer.
• Partner with Customer Success on escalations and handoffs to help legitimate customers get unblocked promptly and receive clear communication.
• Identify emerging fraud patterns and repeated false positives, and recommend improvements to controls that reduce unnecessary friction.
• Contribute to standard operating procedures, macros, and quality reviews that support consistent team decisions.

Benefits

• Commuter benefits.
• Lunches and snacks.
• 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!).
• Collaborative, high-growth environment with close work alongside teammates across the company.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed