Pliant · 3 weeks ago
Customer Support Specialist *remote* (m/f/d)
United States
Full-time
Remote
Entry, Mid Level
2+ years expPliant is a European fintech specializing in B2B payment solutions. As a Customer Support Specialist, you will be responsible for providing solutions to complex issues faced by clients, acting as a bridge between various departments to ensure operational excellence and customer satisfaction.
Credit CardsFinanceFinancial ServicesFinTech
Responsibilities
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
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
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
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
Qualification
Required
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
Understanding of basic financial concepts (Credit Lines, KYC, AML)
Exceptional written and verbal communication skills
Willingness to provide coverage on public holidays on rare occasions
Ready to work in a remote-friendly, global team
Benefits
Unlimited PTO: A flexible time-off policy designed to support a healthy work-life balance and personal well-being.
Medical & Healthcare: Choice of PPO, HDHP, or regional HMO plans, with 85% / 75% of the premium covered for you / your dependents respectively.
Health Navigation: Unlimited 24/7 access to Rightway, a personal health guide service to help you find in-network specialists and manage care plans.
Retirement: 401(k) plan through Betterment, with 4% matching from Pliant.
Dental & Vision: Premium coverage through Guardian.
Financial Protection: Employer-paid Life and AD&D insurance. Voluntary short-term and long-term disability options are also available.
Family & Life: Parental leave and an Employee Assistance Program (EAP) for confidential mental health, legal, and financial coaching.
Tax-Advantaged Accounts: Support for HSA, Healthcare/Dependent Care FSA, and pre-tax Commuter benefits.
Culture: Regular company-sponsored events and off-sites, including a company-wide holiday party in Berlin.
Company
Pliant
Pliant is a fintech company that provides modular, API-first B2B payment solutions to help businesses.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$225.12MKey Investors
Varengold BankSBI InvestmentAlstin Capital
2025-04-28Series B· $40M
2024-04-17Series A· $19.2M
2024-01-16Series A· $8.7M
Leadership Team
Malte Rau
CEO / Co-Founder
Fabian Terner
Co-Founder & CPO
Recent News
2025-10-16
Tech Startups - Startups and Technology news
2025-10-09
Company data provided by crunchbase