KYC Support Analyst

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 KYC Support Specialist to join our KYC Support Team at Pleo. In this role, you'll help act as a crucial link between our onboarding team, internal stakeholders, and valued customers and be part of a newly established team as we scale our compliance operations in Portugal. If you're excited about helping shape processes from the ground up and leaving your mark on a brand-new team and are passionate about delivering exceptional customer experiences within FinTech and Compliance, then this is the opportunity for you! Who you’ll be working with and reporting to You’ll report to our KYC Support Team Lead and work closely with teams in Onboarding, Sales, and other internal compliance stakeholders. Our team of three (including the Team Lead) is highly collaborative and dedicated to taking full ownership of all KYC-related tasks and inquiries. You’ll also have the chance to partner with teams across the wider organisation to ensure seamless service delivery and shield internal teams from direct KYC handling. What you’ll be doing As a KYC Support Specialist, you will: Resolve Customer & Colleague Queries – Manage and resolve incoming inquiries via email and chat, ensuring timely, effective, and high-quality resolutions. Manage End-to-End Compliance Requests – Handle company updates, account transfers, admin changes, ODD deadline extensions, wallet blocks, onboarding, screening, and bankruptcy processes. Execute Ongoing Screening – Perform vigilant, continuous screening of existing business and individual customers, as well as payments, to ensure full compliance. Drive Process Optimisation – Collaborate closely with your small team to shape day-to-day operations, propose improvements, and define future workflows. Maintain Service Excellence – Support the team during peak periods to ensure seamless delivery against service level agreements (SLAs) while demonstrating best practices in every interaction. To put things into context, we currently have the integration of newly added scopes (like bankruptcy and advanced screening processes) and the optimisation of our centralised ticketing workflows on our roadmap. What you bring You’ll thrive in this role if you have: FinTech Support Experience – 3+ years of proven experience in customer support, ideally within a fast-paced FinTech environment. KYC & Compliance Knowledge – Hands-on exposure to KYC requirements, including screening, requests for information (RFIs), internal risk assessments, and industry regulations. Excellent Communication – Strong interpersonal skills with the ability to communicate clearly with both external customers and internal colleagues. Organisational Agility – Strong organisational and multitasking abilities to manage varied query types simultaneously. An Improvement Mindset – A proactive attitude towards problem-solving, viewing challenges as opportunities to build better processes. Nice-to-have: Relevant qualifications or certifications in customer service or KYC/Compliance. Why is this role a good fit for you This role is a good fit for you if: You want high ownership and direct impact within a small, close-knit team where your voice actively shapes decisions. You enjoy the blend of technical compliance tasks (screening, regulations) and customer-facing support. You value a culture of trust, accountability, and professionalism that gives you the space to own your work. This role is not a good fit for you if: You prefer highly structured, rigid corporate environments with pre-established legacy processes rather than building from scratch. You prefer working in isolation; this role requires continuous collaboration with both customers and internal colleagues. You find fast-paced FinTech environments or handling high-volume query channels (chat and email) overwhelming. How yo