Customer Support Senior Associate / Fluent in German

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, fluent in English and German 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 an experienced customer support professional 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, 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. Troubleshoot and resolve customers issues related to the Pleo product, and escalate to the appropriate internal team where needed 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: Equally proficient in English and German, with the ability to communicate at a native level in both. Love providing fantastic, high-touch customer support on live chat, email and phone 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 Who you’ll be working with and reporting to You’ll report to our Manager, Customer Support and work closely with teams across all departments in Pleo. Our team is highly collaborative and dedicated to giving our customers the best experience possible. You’ll also have the chance to partner with teams across other departments such as Customer Success & Product to ensure success. 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 We use MyndUp to give our employees access to free mental health and well-being support with great success so far Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work The interview process We want to ensure you are set-up for success and understand what will be expected of you. If your application is successful, our interview process is as follows: Intro call: A 30-minute chat with our Talent Partner to discuss the role and your background. Hiring Manager: 45-minute chat with the Manager, Customer Support Pleo Challenge: 60-minute Peer interview with maximum of 3 team members with a challenge on the spot. Transparency is important to us so we also wanted to share some insights about what we’re looking for in applications to ensure you can set yourself up for success! Last time we hired a Customer Support Senior Associate, we received a total of 170 applications but only 17 were selected for an intro call. Some of the key reasons why previous candidates didn’t make it past the application screening stage include: CV writing and content: we receive a lot of CVs, and many of them are AI-ge