Note: The job is a remote job and is open to candidates in USA. Pliant is a European fintech specializing in B2B payment solutions. As a Customer Support Specialist, you will be the operational backbone, solving complex issues for clients and ensuring seamless communication between various departments.
Responsibilities
- You are the set and forget solution for our clients. When a complex issue lands on your desk - whether it’s a failed transaction or a credit limit urgency - you own it end-to-end. You communicate with clarity and confidence, ensuring the client knows: ‘Pliant is handling it.’
- Investigate root causes rather than applying quick fixes. You will distinguish between user error and system error and provide feedback to Engineering
- Act as the operational bridge between Compliance and Sales
- Triage AML/KYC alerts and fraud flags. You will validate data and context before involving the client, ensuring we protect the regulatory license without damaging the commercial relationship
- You manage the service recovery process for high-value accounts in collaboration with partners across the business (Sales, Product, Risk), ensuring we turn friction into trust
- You won't just close tickets or end a call; you will spot friction in our processes and help rewrite the playbook (SOPs) to fix it. You ensure that the global team operates with a single source of truth, raising the standard of service for every interaction
- You are the first line of defense for Product. When a feature breaks or an integration fails, you are responsible for reproducing the error, documenting the technical steps, and handing a clean bug report to Engineering
- Support the specific technical and troubleshooting needs of our specialized verticals (e.g., configuring card types for Travel agencies or setting up spending limits for new entities) to ensure the client’s setup matches their business model
- You dig deeper than the surface. Whether it's troubleshooting a data sync error with DATEV/Xero or configuring a specific card setup for a Travel agency, you investigate the root cause. You don't just apply a quick fix; you provide feedback to Engineering to ensure it doesn't happen again
Skills
- 2+ years of experience in B2B Customer Support, Operations, or Fintech
- Comfortable working in a regulated environment (Fintech/Banking) where details matter
- Experience with and comfortable navigating CRM tools (e.g. HubSpot, Zendesk, Salesforce) and back-office admin panels
- Not afraid of technical details (APIs, Accounting Integrations) and understand basic financial concepts (Credit Lines, KYC, AML)
- Exceptional written and verbal communication skills
- Willing to provide coverage on public holidays on rare occasions
- Ready to work in a remote-friendly, global team where high standards are the standard every, single, day
Benefits
- Attractive remuneration and benefits package
- Flat hierarchy and transparent communication in a relaxed, professional atmosphere
- Opportunity to develop your talent in a dynamic team with ambitious goals
- Flexibility and possibility to work remotely
- Pliant Card with monthly credit to explore the product and enjoy food with colleagues
Company Overview