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.

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.

WHAT YOU’LL DO

1. 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.

2. 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.

3. 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.

4. 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.

WHAT YOU’LL BRING

You hate leaving problems unsolved. You thrive in ambiguity and are comfortable saying, "I don't know, but I will find out."