Technical Support Senior Associate

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. We're looking for a Technical Support Agent to join our Customer Operations Tech Support team at Pleo. In this role, you'll help customers resolve technical issues and get the most out of Pleo, with a strong focus on troubleshooting technical issues and bugs and reporting them to product teams. If you're excited about working in a dynamic environment and are passionate about delivering excellent technical support, this is the opportunity for you. Who you’ll be working with and reporting to You’ll report to the Tech Support Lead and work closely with teams in Product and Engineering (and other relevant departments) to prioritise fixes and improvements. WHAT YOU’LL BE DOING As a Technical Support Agent, you will: - Provide timely technical support to customers via Freshdesk, resolving issues and answering product questions. - Navigate Freshdesk proficiently, using them to troubleshoot, document, and guide users through problem-solving. - Troubleshoot technical issues using solid technical understanding, and communicate solutions clearly to non-technical users. - Stay up to date on Pleo products so guidance is accurate and current. - Collaborate with product teams to report issues, contribute context, and help prioritise bug fixes and enhancements. - Manage and escalate bugs appropriately, including setting clear expectations on timelines and managing user expectations. - Drive improvements proactively, identifying areas to optimise support workflows and implementing changes independently where possible. - Provide regular updates to the Tech Support Lead on ongoing issues, challenges, and improvement opportunities. To put things into context, we currently have needs input on our roadmap. You can expect to work with the following tools and stack: - Freshdesk - Freshchat - Slack - Big Query - Postman - Graphana - Pleo internal tools and systems WHAT YOU BRING You’ll thrive in this role if you have: - 1+ years of experience in a first-line support role (or equivalent experience), handling diverse technical queries. - Proven expertise in navigating Freshdesk and Freshchat. - Solid technical acumen, with the ability to troubleshoot effectively. - Familiarity with Big Query (or similar reporting/BI tools). - Strong communication skills, including the ability to explain technical concepts to non-technical users. - A quick learning mindset, picking up new topics and technologies rapidly. - A proactive, self-motivated approach, focused on driving positive change in support processes. WHY IS THIS ROLE A GOOD FIT FOR YOU This role is a good fit for you if: - You enjoy solving technical problems and helping customers succeed. - You are confident working in Freshdesk and Slack and keeping communication clear and structured. - You like collaborating cross-functionally and influencing product improvements t