Pleo
Technical Support Senior Associate
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · Lisbon
Employer listed it 5 months ago · Added 2 days ago
Been open since 5 months ago. Long-running listings are sometimes left up after the role is filled.
Salary
Not stated
Location
Hybrid · Lisbon
Timezone
Not stated
Contract
Full-time
Experience
Senior
Category
Customer Support
This employer didn't state pay. Jobs like this usually pay around $125k–$175k a year, a typical range taken from 128 senior-level customer support roles on Nomaders that do state pay. It's a guide, not an offer.
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around Lisbon, Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "Lisbon, Hybrid"
- Listing mentions "Hybrid"
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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.
We're looking for a Technical Support Senior Associate 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.
What you’ll be doing
As a Technical Support Senior Associate, 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
Grafana
Requirements
- ·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).
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
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Pleo, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 3d ago. Last checked 23 Sept. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
Similar roles
Other open customer support roles with comparable remote rules.
Free to apply, no account needed.
Typically $125k to $175k per year · You'll be taken to the employer's careers page.