{"id":3633585,"url":"https://alion.io/job/pliant-team-lead-customer-support-mfd","title":"Team Lead Customer Support (m/f/d)","company":{"id":7363,"name":"Pliant","domain":"getpliant.com","url":"https://alion.io/company/pliant","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":95,"open_postings":36,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":70,"computed_at":"2026-11-03T05:54:40Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Berlin, Germany","New York, United States","London, United Kingdom"],"countries":["DE","US","GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Intercom","optional":true}],"status":"live","first_seen_at":"2026-11-02T16:41:07Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-04T01:02:28Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":1},"description":"ABOUT US\nPliant is a modular B2B payments platform that combines commercial card issuing, payment accounts, FX, and spend management in one system - adapting to existing setups rather than requiring customers to replace them.\nBusinesses across industries such as travel, e-commerce, and insurance use Pliant to manage complex payment workflows with cards, backed by credit lines Pliant underwrites itself.\nFintechs and software platforms embed Pliant's payment infrastructure into their own products, from API-based Cards-as-a-Service to fully white-label solutions. Banks use Pliant's Card & Spend OS, the customer-facing interface, on their own infrastructure to run card programs.\nFounded in 2020 and headquartered in Berlin, Pliant serves 5,000+ businesses and 40+ partners across Europe and the United States. A principal member of Visa and Mastercard, Pliant issues commercial cards in 13 currencies across 32 countries - under its own European e-money license and with licensed partners in the UK and US.\nLearn more atwww.getpliant.com\nABOUT THE ROLE\nAs Team Lead Customer Support (m/f/d), you’ll lead our team of customer support specialists and take real ownership of how customer support runs at Pliant. You’ll stay close to the work: you’ll handle escalated cases yourself, coach your team and make sure every customer gets fast, accurate and friendly support. You’ll also act as deputy to our Head of Customer Support, so you’ll step into wider responsibilities, make decisions independently and represent the team across the business. This is a great opportunity for someone ready to take the next step in their leadership career at a fast-growing fintech.\nThis role can be based in either Berlin, London or New York.\nWHAT YOU’LL DO\nRepresent customer support\nAct as deputy to the Head of Customer Support taking full ownership of the team and its priorities when needed.\n\nBe the main point of contact for customer support with leadership and other departments, including reporting on performance and raising risks early.\n\nMake day-to-day decisions on staffing, processes and priorities without waiting for sign-off.\n\nKeep ongoing projects and improvements moving so the team keeps progressing, not just running.\n\nLead and develop your team\nManage, coach and motivate a team of customer support specialists through regular 1:1s, feedback and development plans.\n\nOnboard and train new team members so they’re confident and effective quickly.\n\nBuild a team culture of empathy, ownership and continuous improvement.\n\nRun day-to-day operations\nPlan schedules, coverage and workload across our support channels (chat, phone, email, in-app) so we meet our service levels.\n\nMonitor team KPIs such as CSAT, first response and resolution times, and escalation rates, and act quickly when things slip.\n\nRun quality checks on tickets and calls, and turn what you find into coaching and better processes.\n\nOwn escalations and customer trust\nAct as the first escalation point for complex or sensitive customer issues, making sure they’re resolved quickly and communicated clearly.\n\nMake sure your team follows regulatory and card scheme service requirements and our internal controls.\n\nWork closely with Risk, Fraud, Payments and Compliance to handle sensitive cases with care and accuracy.\n\nImprove how we work\nSpot recurring issues and root causes, and share customer insights with Product and Engineering.\n\nKeep our help centre content, macros and internal documentation up to date.\n\nContribute to automation, tooling and AI initiatives that make the team more efficient.\n\nHelp prepare the team for new feature launches so customers have a smooth experience.\n\nWHAT YOU’LL BRING\nExperience: 5 to 7 years in customer service or customer operations, including at least 2 years leading a team, ideally in fintech, payments or financial services.\n\nOwnership: You’re comfortable running a team independently, making calls with limited guidance and representing your area to senior stakeholders.\n\nPeople Leadership: You coach and develop people, give honest feedback and enjoy seeing others grow.\n\nCustomer-Centric Mindset: You care about getting things right for customers and stay calm and solution focused under pressure.\n\nOperational Strength: You’re confident planning workloads, managing queues and keeping service levels on track.\n\nData Driven: You use KPIs and customer feedback to spot problems and improve performance.\n\nCollaboration: You build good relationships with teams across the business, from Product to Compliance.\n\nCommunication: You write and speak clearly with customers and colleagues alike.\n\nAdaptability: You’re comfortable in a fast-paced, high-growth environment where things change quickly.\n\nNice to have\nExperience with customer service tools such as Zendesk, Intercom or Hubspot, and with automation or AI tools.\n\nOther European languages.\n\nFamiliarity with process improvement or quality frameworks.\n\nWHAT WE OFFER\nThe opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence\n\nAttractive remuneration\n\nFlat hierarchy and transparent communication in a relaxed, professional atmosphere\n\nOpportunity to develop your talent in a dynamic team with ambitious goals\n\nFlexibility and possibility to work remotely\n\nMonthly mobility benefit\n\nWellhub Membership\n\nCompany card with a monthly allowance for lunches, coffee, etc. with co-workers\n\nAt Pliant, we believe diversity and inclusion are essential to building not only an innovative product but also an exceptional experience for both our customers and our team. This commitment begins with our hiring process-we welcome individuals of all racial and ethnic backgrounds, religions, national origins, gender identities or expressions, sexual orientations, ages, marital statuses, and abilities. If you require accommodations or accessibility support during the interview process, please let us know in your application so we can make sure your experience is seamless.\nAt Pliant we use the Ashby AI Criteria to assist with looking over resumes against our job qualifications for this role. All final decisions are made by our Talent Team and Hiring Team.\nA human is behind these processes. Ashby does not automatically reject candidates or make final hiring decisions. 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