Technical Support Specialist

We're looking for a Technical Support Agent to join our Customer Operations Tech Support team at Pleo. In this role, you'll help customers resolve technical issues and get the most out of Pleo, with a strong focus on troubleshooting technical issues and bugs and reporting them to product teams. If you're excited about working in a dynamic environment and are passionate about delivering excellent technical support, this is the opportunity for you.

Who you’ll be working with and reporting to

You’ll report to the Tech Support Lead and work closely with teams in Product and Engineering (and other relevant departments) to prioritise fixes and improvements. needs input (e.g., team size, other partner teams, what the team’s core focus is).

What you’ll be doing

As a Technical Support Agent, you will:

• Provide timely technical support to customers via Freshdesk, resolving issues and answering product questions.
• Navigate Freshdesk proficiently, using them to troubleshoot, document, and guide users through problem-solving.
• Troubleshoot technical issues using solid technical understanding, and communicate solutions clearly to non-technical users.
• Stay up to date on Pleo products so guidance is accurate and current.
• Collaborate with product teams to report issues, contribute context, and help prioritise bug fixes and enhancements.
• Manage and escalate bugs appropriately, including setting clear expectations on timelines and managing user expectations.
• Drive improvements proactively, identifying areas to optimise support workflows and implementing changes independently where possible.
• Provide regular updates to the Tech Support Lead on ongoing issues, challenges, and improvement opportunities.

To put things into context, we currently have needs input on our roadmap. You can expect to work with the following tools and stack:

• Freshdesk
• Freshchat
• Slack
• Big Query
• Postman
• Graphana
• Pleo internal tools and systems

What you bring

You’ll thrive in this role if you have:

• 1+ years of experience in a first-line support role (or equivalent experience), handling diverse technical queries.
• Proven expertise in navigating Freshdesk and Freshchat.
• Solid technical acumen, with the ability to troubleshoot effectively.
• Familiarity with Big Query (or similar reporting/BI tools).
• Strong communication skills, including the ability to explain technical concepts to non-technical users.
• A quick learning mindset, picking up new topics and technologies rapidly.
• A proactive, self-motivated approach, focused on driving positive change in support processes.

Why is this role a good fit for you

This role is a good fit for you if:

• You enjoy solving technical problems and helping customers succeed.
• You are confident working in Freshdesk and Slack and keeping communication clear and structured.
• You like collaborating cross-functionally and influencing product improvements through support insights.

This role is not a good fit for you if:

• You prefer not to work directly with customers on technical troubleshooting.
• You are uncomfortable prioritising, escalating, and following up on bugs with product teams.
• You prefer fixed processes and do not enjoy improving workflows.

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
• For our Team, we offer both hybrid and fully remote working options
• Option to purchase 5 additional days of holiday through a salary sacrifice
• 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 👶