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Pliant · 2 weeks ago

Customer Support Specialist remote (m/f/d)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

Pliant is a European fintech specializing in B2B payment solutions. They are seeking a Customer Support Specialist to act as the operational backbone of the company, providing solutions to complex financial workflows and ensuring client satisfaction. The role involves investigating issues, managing service recovery processes, and supporting technical configurations for clients.

Credit CardsFinanceFinancial ServicesFinTech

Growth Opportunities

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