Customer Support Senior Associate - Fraud Specialist

About the role

We're looking for a Customer Support Senior Associate specialising in Fraud 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 a customer support professional who has experience handling first line customer contacts relating to Fraud / Financial Crime 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 - Fraud Specialist, 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
• Provide assurance to customers and take initial actions to protect their accounts
• Conduct initial investigations with the customer to determine next actions
• Troubleshoot and resolve customers issues related to Fraud
• Keep the customer informed with updates and progress on their issue
• Escalations and interactions with the wider Support / Fraud Support and Fraud Investigations team
• 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

• Love providing fantastic, high-touch customer support on live chat, email and phone
• Have previous experience handling customer contacts relating to fraud and financial crime
• 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

How would the first 6 months look like

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