ABOUT US

Pliant is a modular B2B payments platform combining commercial card issuing, payment accounts, FX and spend management for businesses and AI agents.

Businesses across travel, e-commerce, insurance and AI-native technology use Pliant to manage complex payment workflows, while fintechs, software platforms and banks use its infrastructure to build and operate their own commercial payment offerings.

Pliant's API-first platform also enables AI agents and applications to access regulated payment infrastructure with permissions, controls and auditability built in.

Founded in 2020 and headquartered in Berlin, Pliant serves businesses and partners across Europe and North America. A principal member of Visa and Mastercard, Pliant issues commercial cards in 13 currencies across 32 countries under its European e-money license and through regulated partners in the UK and US.

Learn more at www.getpliant.com.

ABOUT THE ROLE

We are looking for a Payments & Fraud Operations Specialist to provide out-of-hours operational coverage, ensuring the stability, integrity, and security of our payment systems outside standard business hours (evenings, nights, and weekends).

This role sits at the intersection of customer support, payments operations and fraud and reports into the Head of Fraud Operations.

You will play a key role in maintaining service reliability, mitigating fraud risk, and responding to operational incidents in real time.

Working Hours

This role is specifically designed for out-of-hours coverage, including evenings, nights, weekends, and public holidays (as part of a team rotation). It operates on a dedicated shift-based schedule to ensure Pliant achieves a 24/7 Always On model.

This role is specifically designed for out-of-hours coverage, including:

Evenings / nights

Weekends

Public holidays (as part of a rota)

May operate on a shift-based schedule

WHAT YOU’LL DO

End-to-End Customer Support (Tier 1)

Act as the primary front-line contact for urgent out-of-hours customer inquiries via phone, email, or ticketing systems.

Handle critical real-time customer requests, including card blocking/unblocking, PIN resets, activation issues, and account access support.

Manage merchant dispute intakes, triage customer issues, and handle high-priority weekend limit increase requests.

Deliver empathetic, high-quality, and clear communication to customers under stressful financial situations.

Payments Operations

Monitor payment processing, authorisations, and declines to ensure smooth operation outside core hours

Identify and investigate payment failures, delays, and system anomalies

Perform first-line incident triage and escalation for payment-related issues

Support reconciliation checks and exception handling where required

Maintain clear documentation of incidents, actions taken, and resolutions

Fraud & Risk Operations

Conduct real-time transaction monitoring to detect suspicious or fraudulent activity

Investigate alerts, flagged transactions, and unusual behavioural patterns

Take immediate action where necessary (e.g. blocking/unblocking cards, restricting accounts, escalating incidents)

Escalate high-risk or complex cases to on-call risk/compliance teams

Contribute to improving fraud detection processes and playbooks

Incident Management & Escalation

Act as the primary operational contact during out-of-hours periods

Triage and prioritise incidents across payments and fraud domains in line with established processes

Follow defined escalation protocols for critical issues

Ensure timely communication with internal stakeholders (on-call teams, engineering, risk, etc.)

Produce incident summaries and handovers for the next business day

Process & Continuous Improvement

Identify recurring issues and contribute to process improvements and automation

Help refine monitoring, alerting, and response procedures

Support the development of runbooks for out-of-hours operations

WHAT YOU’LL BRING

3-4+ years in payments operations, fraud operations, or fintech operations

Experience with transaction monitoring, incident handling, or payment investigations