Customer Onboarding Specialist

Customer Onboarding Specialist

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 Customer Onboarding Specialist, you will help new prospective fleets transition seamlessly from application to active usage of the Mudflap fuel card. You will be responsible for guiding prospects through the onboarding journey, ensuring they understand and experience the full value of our services. Your role is critical in building customer trust, fostering loyalty, and contributing to Mudflap's growth by driving activation and retention rates while incorporating AI initiatives for continued scalability.

Work Location: This role is based in Austin, TX and involves a hybrid work approach, balancing in-office collaboration with the ability to work remotely.

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):

• Lead customers through stages of the fuel card journey, from card application to ordering to first swipe completion, ensuring a timely and smooth process.
• Educate customers on how to use Mudflap's fuel card and associated platforms effectively, addressing any questions or concerns.
• Monitor and track your prospects' progress using CRM tools (e.g., HubSpot), ensuring all their data and your interactions are accurately documented.
• Identify and resolve application and onboarding barriers, escalating issues when necessary to internal teams.
• Proactively engage with customers to action to foster initial usage, focusing on creating long-term value and retention.
• Collaborate with cross-functional teams to refine the PLG motion and contribute to scalable best practices.
• Deliver exceptional customer experiences by maintaining a professional, empathetic, and customer-focused approach in all interactions.

Experience (What we look for):

• Proven experience in a customer-facing role, such as onboarding, customer success, sales or support.
• Strong communication and interpersonal skills, with the ability to build trust and rapport quickly.
• Highly responsive with the ability to meet the needs of prospective customers
• Comfort working in a fast-paced, high volume, dynamic environment, preferably with startup experience.
• Ability to manage multiple customers and tasks simultaneously, demonstrating excellent time management and prioritization skills.
• Proficiency with CRM tools (e.g., HubSpot) and a willingness to learn new systems and technologies.
• Problem-solving mindset with a proactive approach to identifying and addressing customer needs.
• A customer-centric attitude and a passion for delivering value and building long-term relationships.

Perks and Benefits (What we offer):

• Competitive pay and equity in a high-growth startup
• Multiple health benefit options
• Paid Time Off
• 401(k) matching
• Opportunities and support for major career growth
• Annual Company offsite event (Mudfest!)

The salary range for this role is $60,000 - $70,000. This role is eligible for a 15% annual bonus, dependent on performance. 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