Business Applications Analyst (Customer Success and Support)

Messy spend management is tricky business. At Pleo, we build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike. You'll be the go-to systems partner for Pleo's Customer Experience and Customer Success teams. This is a no-code configuration role. You'll work alongside BAT's engineers when something needs custom code or integration work.

Responsibilities

Run the CX and CS stack, administering and supporting tools such as Vitally, Hubspot, Freshdesk, Freshchat, Freshcaller, Circle, and Rocketlane; Partner with the business, building trust with CX and CS stakeholders, gathering requirements, and understanding the use case behind every request; Configure and fix, delivering small and medium enhancements such as ticket routing, SLAs, macros, health scores, playbooks, and onboarding workflows, and resolving bugs and incidents quickly; Document clearly, writing functional specifications, process flows, and user stories; Test before you ship, running and documenting UAT and supporting peer reviews; Keep tickets moving, managing the queue of requests and simple projects and sharing regular updates; Handle vendors day to day, raising and tracking support tickets, following up on SLAs, and escalating recurring problems; Enable the teams, training CX and CS colleagues on new tools and processes and keeping documentation current

Requirements

3–5 years in business applications, systems administration, or a CX or CS operations role with a strong systems focus; Hands-on admin experience with at least one support or customer success platform, such as Freshworks, Zendesk, HubSpot Service Hub, Gainsight, or Vitally; A working knowledge of how support and customer success teams operate, including ticket lifecycles, SLAs, escalations, onboarding, health scoring, and renewals; Comfort with data: properties, fields, reports, and dashboards; Clear written and spoken English; A curious, service-minded approach

Nice to have

Experience with CRM integrations or data flows between support tools and a CRM; Exposure to AI agents or automation in support, such as chatbots and ticket deflection; Relevant certifications in HubSpot, Freshworks, or a CS platform; Experience in a SaaS or fintech company

Benefits

Own Pleo card; Lunch on work days via catered meals or a lunch allowance based on local office; Comprehensive private healthcare (depending on location, Vitality, Alan or Médis); 25 days of annual leave plus public holidays (additional days may apply in select countries); Hybrid and fully remote working options; Free mental health and well-being support via MyndUp; Paid parental leave