Customer Support Specialist

ABOUT US

Pliant is a modular B2B payments platform that combines commercial card issuing, payment accounts, FX, and spend management in one system — adapting to existing setups rather than requiring customers to replace them.

Businesses across industries such as travel, e-commerce, and insurance use Pliant to manage complex payment workflows with cards, backed by credit lines Pliant underwrites itself.

Fintechs and software platforms embed Pliant's payment infrastructure into their own products, from API-based Cards-as-a-Service to fully white-label solutions. Banks use Pliant's Card & Spend OS, the customer-facing interface, on their own infrastructure to run card programs.

Founded in 2020 and headquartered in Berlin, Pliant serves 5,000+ businesses and 40+ partners across Europe and the United States. A principal member of Visa and Mastercard, Pliant issues commercial cards in 13 currencies across 32 countries — under its own European e-money license and with licensed partners in the UK and US.

Learn more at www.getpliant.com

ABOUT THE ROLE

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.

We are looking for an Integrations & Payment Customer Support Specialist - to help grow one of the most vital parts of Pliant: accounting integrations and customer-specific accounting workflows.

While our standard Support team handles daily business operations, you will act as our technical escalation point. You are the subject matter expert for accounting integrations (DATEV, Xero, NetSuite) and complex backend payment configurations. When an API fails or a customized ERP mapping breaks, you are the detective who finds the root cause.

As part of the Customer Support organization, you will lead our efforts in customer onboarding, ERP/Accounting setup, configuration support, custom CSV operations, partner and accounting coordination, debugging exports, implementation questions, and operational troubleshooting. As we grow, we are evolving our model for even better results.

This role is designed to:

• Streamline operations for product and engineering

• Improve customer onboarding and implementation quality

• Create sustainable operational processes

• Become a guide for accounting integrations and exports

• Help transform recurring work into scalable product capabilities over time

This is a collaborative role requiring close partnership with internal teams including Product, Engineering, Solutions Engineering, Customer Success, and Sales, as well as external finance and accounting teams at customers.

WHAT YOU’LL DO

Customer and Partner Implementation

• Lead the entire customer implementation lifecycle, from initial setup and configuration of accounting integrations, mappings, and workflows to coordinating with customer finance teams and ERP partners.

• Ensure the timely resolution of all export and accounting issues, effectively integrating Pliant into customer accounting workflows.

Operational Excellence and Product Alignment

• Design and implement scalable onboarding processes, operational playbooks, and clear support paths and ownership models.

• Serve as the key liaison with Product and Engineering to streamline operational tasks, provide customer feedback, and prioritize turning recurring issues (e.g., bugs, implementation gaps) into long-term product capabilities.

Integration Expertise

• Develop deep operational expertise in accounting exports, ERP/accounting workflows, CSV customization, and mapping logic.

• Support the successful rollout of new integrations and actively maintain the quality and reliability of all existing integrations.

Payment Network Operations & Enablement

You own the complex, manual backend configurations that keep our largest clients running. You will manage card network setups (e.g., Visa VCF, Lodge Card dashboards) and ensure operational processes are executed flawlessly. Because you hold the technical knowledge, you will also act as an internal mentor - building playbooks and cheat sheets so our Tier 2 CS team can handle basic integration questions without escalating.

WHAT YOU’LL BRING

• Collaborative Problem Solver: Enthusiasm for creating structure, resolving complexity, and scaling difficult workflows. Plus the ability to coordinate effectively between technical and non-technical stakeholders.

• ERP & Finance Fluency: You possess a deep understanding of either A) bookkeeping, reconciliation, and local accounting standards (e.g., GoBD, DATEV SKR03/04), OR B) SaaS API debugging and technical product support. Regardless of your primary background, you know how data flows between systems, aren't afraid of diving into JSON payloads or complex export files, and are comfortable managing data mappings.

• Technical Proficiency: Curiosity for APIs, integrations, and operational debugging alongside engineering teams.

• Impactful Communication: Clear, simplified communication of complex topics across various internal and external stakeholders.

What Success Looks Like

• Streamlined operations for Product and Engineering

• Faster and smoother onboarding of accounting integrations

• Better customer experience around accounting workflows

• Increased operational efficiency

• More repeatable and scalable integration operations

• Clearer support and ownership processes

• Higher reliability and trust in accounting exports and integrations

Why This Role Matters

Accounting integrations represent a vital growth opportunity for Pliant, and this role operates at the intersection of Product, Operations, Accounting, customer workflows, integrations, and embedded finance. The goal is to build the operational foundation that allows Pliant to grow integrations across markets, verticals, partners, and enterprise customers while supporting product and engineering teams in building scalable platform capabilities.

WHAT WE OFFER

• The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence

• Attractive remuneration

• 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

• Monthly mobility benefit

• Wellhub Membership

• Pliant Card with monthly credit to explore the product and enjoy food with colleagues

Pliant is an equal opportunity employer. We welcome applications from people of all backgrounds, identities and abilities, and are committed to an inclusive hiring process. If you need any accommodations during the interview process, please let us know.
At Pliant we use the Ashby AI Criteria to assist with looking over resumes against our job qualifications for this role. All final decisions are made by our Talent Team and Hiring Team.

A human is behind these processes. Ashby does not automatically reject candidates or make final hiring decisions. Our teams review all results and make the final hiring decision with every candidate that applies.