Customer Support Specialist - Complaints at 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 Customer Support Specialist / Complaints Manager to join our Risk & Resolution Team at Pleo. In this role, you will manage and resolve cases that have been escalated to formal complaints, acting as the primary human point of contact for these sensitive interactions. You will also help refine our complaints handling framework and be part of a mission-critical team as we scale our financial services across the UK and Europe. If you're excited about navigating complex regulatory landscapes and are passionate about turning negative customer experiences into positive outcomes, then this is the opportunity for you! You’ll report to our Customer Support Manager and work closely with teams in Compliance, Legal, and Product. Our team is highly collaborative and dedicated to providing world-class support while maintaining regulatory integrity. You’ll also have the chance to partner with teams across the organisation to ensure that insights from complaints drive real product- and process improvement. What you’ll be doing As a Customer Support Specialist / Complaints Manager, you will: • Manage end-to-end communication of escalated customer cases, ensuring each complaint is handled with empathy, clarity, and speed, while ensuring all responses meet UK regulatory standards and FCA (DISP) requirements. • Act as the central point of contact by escalating tickets to the right internal teams (Product, Engineering, or Finance) and ensuring necessary actions are taken so complaints are resolved strictly within regulatory SLAs. • Maintain records of all complaints, providing detailed monthly reports to stakeholders to ensure visibility and compliance. • Analyse individual complaint cases to identify operational gaps and suggest immediate process improvements to prevent recurrence • Hold internal teams accountable for follow-up actions, and document key learnings to share with the wider business. • Mentor team members by sharing best practices in customer communication, de-escalation techniques, and regulatory documentation. • Provide feedback and help improve our end-to-end Complaints handling process. What you bring You’ll thrive in this role if you have: • Direct experience managing complaints in a regulated financial services environment, with a solid understanding of FCA guidelines. • Strong communication skills and the ability to explain complex regulatory or technical issues in a simple, human way to customers. • A passion for solving problems and a resilient mindset when handling high-pressure or escalated situations. • Excellent time management and the ability to prioritise tasks effectively to meet strict regulatory response deadlines. • Experience with support tools and a background in customer-facing operational roles. Why is this role a good fit for you This role is a good fit for you if: • You enjoy the "detective work" involved in investigating complex customer issues. • You are motivated by the challenge of regaining a customer's trust after a poor experience. • You want to bridge the gap between high-level compliance regulations and daily customer operations. This role is not a good fit for you if: • You prefer short, transactional customer interactions over deep-dive case management. • You find it difficult to deliver difficult news or handle confrontational communication. • You prefer working in a role with no regulatory or administrative oversight. How you’ll develop in this role In your first 6 months at Pleo, you’ll: • Lead the resolution of complex complaint cases, becoming a subject matter expert for the Support team. • Collaborate with Support Operations to improve the workflows for how complaints cases are managed, from 1st line customer support interactions, to internal feedback loops beyond complaint resolution. • Grow your skills in regulatory compliance, taking on new challenges as we expand our product offering and regulatory footprint. 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 👶 About your application • Please submit your application in English; it’s our company language so you’ll be speaking lots of it if you join 💕 • We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there! Our lovely support team isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone 😊 • We can only achieve our goals if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes. We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs. • When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page.