Customer Relations Specialist - US (m/f/d)

ABOUT US

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 Visa-powered credit cards in 11 currencies across more than 30 countries, helping companies streamline and simplify payments.

Learn more at www.getpliant.com

ABOUT THE ROLE 

We are currently looking for a Customer Relations Specialist (m/f/d) to join our team. 

The working hours 9:00 AM – 5:00 PM PT (Pacific Time) 

WHAT YOU’LL DO

• Own and drive the end-to-end customer experience strategy across our support operations, with a specific focus on payment-related use cases, complex account issues, and platform adoption.
• Act as a senior escalation point for high-value and business-critical cases - especially those involving card processing, credit limits, chargebacks, failed transactions, and compliance-sensitive matters.
• Bring a strategic mindset to every touchpoint: analyse operational data, customer feedback, and platform behaviour to proactively identify friction points and design scalable, long-term solutions.
• Lead process improvement initiatives that enhance service quality, reduce resolution times, and improve team efficiency—leveraging your deep fintech/SaaS support experience and strong understanding of customer behaviour in high-growth environments.
• Collaborate closely with Pay-ops, Product, Compliance, Engineering, and RevOps, advocating for the customer in internal system optimisation, especially across payments and backend tooling.
• Define and standardise service workflows, owning documentation in Notion, managing support tasks and handoffs in Jira, and optimising ticketing and CRM flows in HubSpot.
• Take responsibility for internal knowledge management, contributing to macros, escalation playbooks, and cross-functional service alignment.
• Monitor and evaluate performance metrics (e.g. SLA, CSAT, FRT), proposing data-driven enhancements that reflect both business goals and customer expectations.
• Support operational readiness for international market expansion, ensuring our processes, communications, and team structure scale effectively across languages, regions, and compliance frameworks.
• Champion a customer-first culture, combining empathy and technical insight with commercial awareness and strategic thinking

WHAT YOU’LL BRING

• 5+ years of hands-on experience in a senior customer service, support, or experience role within a fintech, SaaS, or payments-driven environment—ideally B2B.
• A strategic mindset paired with operational excellence - you don’t just resolve issues, you challenge inefficiencies, improve systems, and push for continuous improvement.
• Proven expertise handling complex payment-related queries (e.g. declined transactions, chargebacks, credit approvals, payment integrations) with a calm, analytical, and customer-focused approach.
• Strong familiarity with the tools we use - HubSpot and Salesforce (CRM & ticketing), Jira (task and sprint tracking), and Notion (documentation and process hubs). You use them confidently to manage daily work, prioritise escalations, and drive visibility
  
• A deep understanding of SaaS platforms and customer lifecycle touch points, with the ability to identify blockers in adoption, retention, and day-to-day product use.
• Experience working cross-functional PayOps with Product, Engineering, Sales, Compliance, or RevOps, and the confidence to speak up for the customer while balancing internal constraints.
• Strong analytical and critical thinking skills - you can interpret trends in customer data and support metrics to propose action, not just reports.
• A bias for ownership and accountability - you take initiative, thrive in ambiguity, and hold yourself to a high standard of execution.
• Bonus: experience contributing to quality assurance frameworks, internal training, or scaling support operations across multiple markets or teams

WHAT WE OFFER

• Competitive salary and performance-based incentives
• An influential role shaping U.S. market growth at an international fintech
• Opportunities for professional growth and ownership from day one
• A remote-friendly environment with support for work-life flexibility
• Health, wellness, and retirement benefits

• Access to a diverse and ambitious team driven by impact, innovation, and transparency

At Pliant, we believe diversity and inclusion are essential to building not only an innovative product but also an exceptional experience for both our customers and our team. This commitment begins with our hiring process—we welcome individuals of all racial and ethnic backgrounds, religions, national origins, gender identities or expressions, sexual orientations, ages, marital statuses, and abilities. If you require accommodations or accessibility support during the interview process, please let us know in your application so we can make sure your experience is seamless.