Customer Support Senior Associate

Pleo; Lisboa; Hybrid; EUR 25,000 - 38,000; Full time

Benefits offered by this job

Your own Pleo card

Lunch provided or allowance

Comprehensive private healthcare

25 days holidays + public holidays

Hybrid working options

Additional 5 days holiday via salary-s

Job summary

Pleo is seeking a Senior Customer Support Associate in Lisbon area. You will interact with customers over chat, email and phone, delivering an easy and enjoyable Pleo experience.

You will troubleshoot issues, escalate to internal teams when needed, and share insights to help product development. You will also contribute to our knowledge base and collaborate with Customer Success & Product teams to ensure the best customer outcomes.

Qualifications

• Fluent in written and spoken English and at least one additional European language (preferably German, Danish, Swedish or Spanish).
• Experience with customer support tools (FreshWorks, Intercom or Zendesk).
• Experience with accounting, bookkeeping, fintech or other SaaS product knowledge is a plus.

Responsibilities

• Interact with customers via chat, email and phone delivering a seamless Pleo experience.
• Troubleshoot and resolve product issues and involve internal teams as needed.
• Provide feedback to cross-functional teams based on customer insights.

Skills

High-touch customer support

Analytical problem solving

Explain complex problems simply

Fast-paced collaborative environment

Tech-savvy and curious

Experience with FreshWorks Intercom or

Zendesk experience

SaaS product experience (fintech, acct

Fluent English + another European lang

Tools

Freshworks

Intercom

Zendesk

Job description

About Pleo

Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses 'go beyond'.

The word 'Pleo' actually means 'more than you'd expect', and living by that mantra has been the secret to our success over the last 10 years.

Now, we're at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can't say we've got this whole thing figured out. And frankly, that's half the fun! What we can say is that we're a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.

What you’ll be doing

As a Customer Support Senior Associate you will:

• Spend your time interacting directly with our customers over chat, email and phone, providing them with an effective, easy and enjoyable Pleo experience.

• Troubleshoot and resolve customers issues related to the Pleo product, and escape to the appropriate internal team where needed

• Provide feedback and support cross-functional teams on product development based on customer insights

• Share learnings and contribute to our knowledge base to ensure growth and knowledge sharing across the team, and beyond

What you bring
You’ll thrive in this role if you:

• Love providing fantastic, high-touch customer support on live chat, email and phone

• Have a persistent and analytical approach to problem-solving

• Are able to explain complicated problems in the simplest terms

• Have a genuine desire to work in a fast-paced, fast-changing and collaborative environment

• Are tech-savvy, resilient and curious

• Have experience with Support tools such as FreshWorks, Intercom or Zendesk

• Have experience with accounting, bookkeeping, financial technology or other relevant product within SaaS

• Have fluency in written and spoken English and at least one additional European language (preferably German, Danish, Swedish or Spanish)

Who you’ll be working with and reporting to
You’ll report to our Customer Support Lead and work closely with teams across all departments in Pleo. Our team is highly collaborative and dedicated to giving our customers the best experience possible. You’ll also have the chance to partner with teams across other departments such as Customer Success & Product to ensure success.

How you’ll develop in this role In your first 6 months at Pleo, you’ll:

• Learn and understand the Pleo product deeply

• Help 500+ users with their Pleo experience

• Act as the voice of the customer internally

• Take on new product challenges as the company continues to scale and evolve

We're committed to helping you develop your career, whether that means taking on more advanced support tasks, stepping into leadership, or becoming a subject matter expert within a certain product area.

Show me the benefits!

• Your own Pleo card (no more out-of-pocket spending!)

• Lunch is on us for your work days - enjoy catered meals or receive a lunch allowance based on your local office

• Comprehensive private healthcare - depending on your location, coverage options include Vitality, Alan or Médis

• We offer 25 days of holiday + your public holidays

• For our Team, we offer hybrid working options

• Option to purchase 5 additional days of holiday through a salary sacrifice

• We use MyndUp to give our employees access to free mental health and well-being support with great success so far

• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work