Customer Support Specialist

ABOUT US Pliant is a European fintech specializing in B2B payment solutions. Our modular, API-first platform helps businesses streamline spending, improve cash flow, and integrate payments into their financial workflows. Designed for industries with complex payment needs, such as travel and fleet, Pliant enables greater efficiency, control, and profitability. We serve two primary customer segments: Companies looking to optimize operational processes through intuitive apps and APIs, gaining control, automation, and financial flexibility through extended credit lines. Businesses such as financial software platforms, ERP providers, and banks that want to launch or enhance their credit card offerings using Pliant’s embedded finance and white-label solutions. Founded in 2020 and headquartered in Berlin, Pliant supports over 4,000 businesses and more than 20 partners globally. As a licensed e-money institution (EMI), we issue credit cards in 11 currencies across more than 30 countries, helping companies streamline and simplify payments. Learn more at ABOUT THE ROLE Forget the traditional Support playbook. We aren't looking for people to read scripts or move tickets from one queue to another. We are looking for problem solvers. As a Customer Support Specialist, you are the operational backbone of Pliant. When a Finance Director or CEO contacts us, they don't want a ticket number - they want a solution so they can get back to running their business. Your job is to provide that peace of mind. You will act as the filter for the business, sitting at the intersection of Product, Compliance, and Sales. You won't just answer questions; you will investigate complex financial workflows, unblock technical jams, and ensure that our clients trust us to handle the heavy lifting. This is a remote role, ideally based on the West Coast, US. We welcome applications from candidates across the US who are comfortable working West Coast hours. WHAT YOU’LL DO 1. Own The Outcome 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. 2. The Commercial Filter 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. 3. Operational Excellence & Knowledge 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. 4. Technical Configuration & Troubleshooting 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. WHAT YOU’LL BRING You hate leaving problems unsolved. You thrive in ambiguity and are comfortable saying, "I don't know, but I will find out." 2+ years of experience in B2B Customer Support, Operations, or Fintech. You are comfortable working in a regulated environment (Fintech/Banking) where details matter and a ticket is actually a relationship. You thrive in ambiguity. When you see a broken process, you don't just report it - you suggest a fix. You understand how to balance commercial urgency with compliance safety. You have experience with and are comfortable navigating CRM tools (e.g. HubSpot, Zendesk, Salesforce) and back-office admin panels. You aren't afraid of technical details (APIs, Accounting Integrations) and understand basic financial concepts (Credit Lines, KYC, AML). Exceptional written and verbal communication skills. You write like a human, not a robot. You can explain complex regulatory or technical concepts with empathy and brevity. You understand that global finance doesn't stop. You are willing to provide coverage on public holidays on rare occasions to ensure our clients remain supported. You are ready to work in a remote-friendly, global team where high standards are the standard every, single, day. WHAT WE OFFER The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence 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 At Pliant, we believe diversity and inclusion are essential to building not only an innovative product but also an exceptional experience for both our customers and our team. This commitment begins with our hiring process - we welcome individuals of all racial and ethnic backgrounds, religions, national origins, gender identities or expressions, sexual orientations, ages, marital statuses, and abilities. If you require accommodations or accessibility support during the interview process, please let us know in your application so we can make sure your experience is seamless.