Customer Support Senior Associate

Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike—with a vision to help all businesses ‘go beyond’.

The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years.

Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.

We're looking for a Customer Support Senior Associate to join our Customer Support team at Pleo on an initial 12 months fixed term contract.

In this role, you'll help ensure Pleo customers receive best-in-class service as we scale our operations. If you're an experienced customer support professional and you’re excited about supporting an evolving product within Fintech, then this is the opportunity for you!

What you’ll be doing

As a Customer Support Senior Associate, you will:

• Spend your time interacting directly with our customers over chat, email and phone, providing them with an effective, easy and enjoyable Pleo experience.

• Troubleshoot and resolve customers issues related to the Pleo product, and escalate to the appropriate internal team where needed

• Provide feedback and support cross-functional teams on product development based on customer insights

• Share learnings and contribute to our knowledge base to ensure growth and knowledge sharing across the team, and beyond

What you bring

You’ll thrive in this role if you:

• Love providing fantastic, high-touch customer support on live chat, email and phone

• Have a persistent and analytical approach to problem-solving

• Are able to explain complicated problems in the simplest terms

• Have a genuine desire to work in a fast-paced, fast-changing and collaborative environment

• Are tech-savvy, resilient and curious

• Have experience with Support tools such as FreshWorks, Intercom or Zendesk

• Have experience with accounting, bookkeeping, financial technology or other relevant product within SaaS

Who you’ll be working with and reporting to

You’ll report to our Customer Support Lead and work closely with teams across all departments in Pleo. Our team is highly collaborative and dedicated to giving our customers the best experience possible. You’ll also have the chance to partner with teams across other departments such as Customer Success & Product to ensure success.

How would the first 6 months look like
In your first 6 months at Pleo, you’ll:

• Learn and understand the Pleo product deeply

• Help 500+ users with their Pleo experience

• Act as the voice of the customer internally

• Take on new product challenges as the company continues to scale and evolve

Show me the benefits!

• Your own Pleo card (no more out-of-pocket spending!)

• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office 🍜

• Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis

• We offer 25 days of holiday + your public holidays

• For our Team, we offer both hybrid and fully remote working options

• Option to purchase 5 additional days of holiday through a salary sacrifice

• We use MyndUp to give our employees access to free mental health and well-being support with great success so far ❤️‍🩹

• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work 👶

About your application

• Please submit your application in English; it’s our company language so you’ll be speaking lots of it if you join 💕

• We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there! Our lovely support team isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone 😊

• We can only achieve our goals if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes. We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs.

• When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page.