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Senior Customer Support Specialist

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"Hi. Your app is broken. 😡" - Aoife

What's your response?

Before you answer that, here's ours. We in Customer Support at Pleo could have FAQs trying to be the first touch-point for Aoife. We could have a bot asking "How can I help you?" and use AI to try to figure out what's wrong. I mean, the bot could even use the field <first_name> to personalise the greeting "How can I help you?" to "How can I help you, Aoife?". 

We could even have an Email Us Your Issue form with required fields for Aoife to fill out, write down the issue, and a customer support agent would be with him soon.

But this isn't how we work. 

First up, as much as we like the Matrix we're not agents: we're people and we approach our customers just like we wish to be approached ourselves. We don't see customers as users. We see Aoife (in this case), and that she has a problem with the app. Our aim is to connect with Aoife over the product that we have in common. 

We use Pleo everyday. Because of this, we can honestly relate when a new feature has been shipped and a customer might have trouble getting around the new navigation. We understand that switching to something that changes company spending comes with old habits - like using a physical card to make virtual purchases without even thinking of using your virtual card (can anyone say ctrl+c, ctrl+v?).

We get it. And this brings us closer to our customers. It means that when Aoife is coming across a problem, we address it personally. We try to understand what's going wrong, and we want to make sure that she feels supported, and not alone in this. We know just how frustrating it can be when something isn't working, and we do our best to make sure this happens as rarely as possible.

"Hey Aoife, Jean-Carlo here. I'm going to do my best to figure out what's going wrong on your end. Can you tell me a bit more about what the issue is?" - Jean-Carlo

Meet Jean-Carlo: he works in support. Like JC, you'd need to be able to relate to our customer. He's our customer's go-to, and he is an active listener. He makes sure that they're heard, and from there he investigates the problem.

"I am trying to pay with my virtual card but it keeps getting declined, and says that I must contact my bank provider" - Aoife

Jean-Carlo is proactive. He realises that Aoife doesn't have the same knowledge of Pleo that he does, and he tries to make solving this problem as simple as possible for her.

"Aoife, I've just had a look. It seems that your card is working fine but that you've reached your spending limit. That is set by your manager on Pleo, who in this case is Marie. Can you reach out to her and see if she will increase it?" - Jean-Carlo

What he's really good at is seeing the bigger picture: he hears what Aoife is saying and is able to try to figure out what that means from a product point of view.

"Oh right. I understand. Marie's just increased it and it's working now. Thanks Jean-Carlo!" - Aoife

In this case, there wasn't a bug in the product. It was more a case of walking Aoife through how to fix her spending limit that was set by her manager. If there was something beyond his knowledge, Jean-Carlo works closely with product, and would ask the people who built it to help him see what's going on.

We're looking for someone who gets it, who can work effortlessly between the customer and product, and who wants to have their finger on the pulse when it comes to customers and their interaction with products. Someone, who is genuinely service-minded and have a built-in eagerness to go above and beyond for our friends, our lovely customers.

And, we're looking for someone who has profound experience with customer support (preferably from the tech or fintech world) and preferably scalability, quality assurance and management.

Is that you? Then apply now, please.

The skills you need to master this role
* Visionary and strategic mindset
* Proactive organiser in a team
* Strong communication skills - both verbal and written
* Customer-first mindset
* A systematic and analytical approach to problem-solving
* Ability to translate user’s problems into requests that can be processed by our engineering team quickly and efficiently
* Ability to translate user's questions into feature requests (when customers ways "how do I activate my Pleo card in the app?" you hear "our UI needs improvement!")
* An tireless eagerness to turn chaos into structure
* Ability to think and thrive under time constraints
* You are fluent in English + one of the following languages: Danish, German, Swedish or Spanish. The more, the better! :-)
* Experience with support ticketing systems and any other tools for optimisation
* Experience with bookkeeping and financial technology/payment cards is a plus!

Your colleagues say you
* Are patient
* Work in English with ease (it's our company language)
* Are a team player - we have plenty of room for kindness, and no room for sharp elbows
* Get it done - and will stay with a task until it's resolved
* Are a person they would also enjoy having a coffee with (virtual or not)

Your mom says that you
* Always need to get to the bottom of things (even if it takes hours!)
* Are a natural born leader
* Are a direct and clear communicator
* Were always going to make her proud (moms)

Show me the benefits!
* Get your own Pleo card for no out of pocket spending, and full autonomy
* Flexible work: working from home when you want, where you want, why you want to (we trust you)
* Continual learning & development opportunities
* Team camps around the world - remotes flown in (around once a quarter) for team building and learning. (Our last one was in Berlin, jut saying!)
* A competitive warrant programme in line with your salary
* If you're here in Copenhagen's HQ: catered lunch in the office

Working at Pleo means you're working on something very exciting: the future of work. Through fintech we've seen a way to impact how people work; we think company spending should be delegated to all employees and teams, that it should be as automated as possible, and that it should drive a culture of responsible spending.

Being HQ'd out of Copenhagen means we're inspired by sensible things like a good work-life balance, whether our office is in Copenhagen or not. 

Sometimes, people write nice things about us

Check out Forbes's latest article on Pleo here:

Check out how our customers feel about Pleo on Trustpilot here:

See an unboxing of Pleo by one of our new customers here:

And a sneak peek into what happens when get together for Pleo Team Camp 👇

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