Customer Support Specialist *remote* (m/f/d)

Responsibilities

• Own The Outcome
• You are the set and forget solution for our clients. When a complex issue lands on your desk - whether it’s a failed transaction or a credit limit urgency - you own it end-to-end. You communicate with clarity and confidence, ensuring the client knows: ‘Pliant is handling it.’
• Investigate root causes rather than applying quick fixes. You will distinguish between user error and system error and provide feedback to Engineering.
• 2. The Commercial Filter
• Act as the operational bridge between Compliance and Sales.
• Triage AML/KYC alerts and fraud flags. You will validate data and context before involving the client, ensuring we protect the regulatory license without damaging the commercial relationship.
• You manage the service recovery process for high-value accounts in collaboration with partners across the business (Sales, Product, Risk), ensuring we turn friction into trust.
• 3. Operational Excellence & Knowledge
• You won't just close tickets or end a call; you will spot friction in our processes and help rewrite the playbook (SOPs) to fix it. You ensure that the global team operates with a single source of truth, raising the standard of service for every interaction.
• You are the first line of defense for Product. When a feature breaks or an integration fails, you are responsible for reproducing the error, documenting the technical steps, and handing a clean bug report to Engineering.

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