Customer Support Specialist remote (m/f/d)

Pliant

4d • Remote

About The Position

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.
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.

Requirements

• Hates leaving problems unsolved and thrives in ambiguity, comfortable saying, 'I don't know, but I will find out.'
• 2+ years of experience in B2B Customer Support, Operations, or Fintech, comfortable working in a regulated environment (Fintech/Banking).
• Understands how to balance commercial urgency with compliance safety.
• Experience with and comfort navigating CRM tools (e.g. HubSpot, Zendesk, Salesforce) and back-office admin panels.
• Not afraid of technical details (APIs, Accounting Integrations) and understands basic financial concepts (Credit Lines, KYC, AML).
• Exceptional written and verbal communication skills, able to explain complex regulatory or technical concepts with empathy and brevity.
• Willing to provide coverage on public holidays on rare occasions to ensure clients remain supported.
• Ready to work in a remote-friendly, global team where high standards are the standard.

Responsibilities

• Own the Outcome: Act as the set and forget solution for clients, owning complex issues end-to-end from failed transactions to credit limit urgencies. Communicate with clarity and confidence, ensuring the client knows 'Pliant is handling it.' Investigate root causes rather than applying quick fixes, distinguishing between user error and system error, and providing feedback to Engineering.
• The Commercial Filter: Act as the operational bridge between Compliance and Sales. Triage AML/KYC alerts and fraud flags, validating data and context before involving the client to protect the regulatory license without damaging the commercial relationship. Manage the service recovery process for high-value accounts in collaboration with Sales, Product, and Risk, turning friction into trust.
• Operational Excellence & Knowledge: Spot friction in processes and help rewrite the playbook (SOPs) to fix it. Ensure the global team operates with a single source of truth, raising the standard of service for every interaction. Act as the first line of defense for Product, reproducing errors, documenting technical steps, and handing clean bug reports to Engineering when features break or integrations fail.
• Technical Configuration & Troubleshooting: Support the specific technical and troubleshooting needs of 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. Investigate the root cause of issues like data sync errors with DATEV/Xero or specific card setups, providing feedback to Engineering to prevent recurrence.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed