Customer Support Specialist *remote*

About the role

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. You will act as the filter for the business, sitting at the intersection of Product, Compliance, and Sales.

What you'll do

• Own complex issues end-to-end, from failed transactions to credit limit urgencies, investigating root causes rather than applying quick fixes and providing feedback to Engineering.
• 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 teams.
• Spot friction in processes and help rewrite SOPs to raise the standard of service for every interaction.
• Reproduce errors, document technical steps, and hand clean bug reports to Engineering when features break or integrations fail.
• Support technical configuration and troubleshooting needs of specialized verticals, such as configuring card types for Travel agencies or setting up spending limits for new entities.

What you'll need

• 2+ years of experience in B2B Customer Support, Operations, or Fintech in a regulated environment.
• Comfort navigating CRM tools (HubSpot, Zendesk, Salesforce) and back-office admin panels; familiarity with APIs, Accounting Integrations, and basic financial concepts (Credit Lines, KYC, AML).
• Exceptional written and verbal communication skills; ability to explain complex regulatory or technical concepts with empathy and brevity.
• Fluency in German and English (written and spoken).
• Willingness to provide rare coverage on public holidays to ensure client support in a global environment.

What they offer

• Attractive remuneration
• Flexibility to work remotely
• Monthly mobility benefit
• Wellhub Membership
• Pliant Card with monthly credit
• Flat hierarchy and transparent communication