Customer Support Senior Associate - Fraud Specialist

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. ABOUT THE ROLE We're looking for a Customer Support Senior Associate specialising in Fraud to join our Customer Support team at Pleo. In this role, you'll help ensure Pleo customers receive best-in-class service as we scale our operations. If you're a customer support professional who has experience handling first line customer contacts relating to Fraud / Financial Crime and you’re excited about supporting an evolving product within Fintech, then this is the opportunity for you! WHAT YOU’LL BE DOING As a Customer Support Senior Associate - Fraud Specialist, 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 - Provide assurance to customers and take initial actions to protect their accounts - Conduct initial investigations with the customer to determine next actions - Troubleshoot and resolve customers issues related to Fraud - Keep the customer informed with updates and progress on their issue - Escalations and interactions with the wider Support / Fraud Support and Fraud Investigations team - 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 previous experience handling customer contacts relating to fraud and financial crime - 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 HOW WOULD THE FIRST 6 MONTHS LOOK LIKE 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 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 acce