Payments & Fraud Operations Specialist (m/f/d)

ABOUT US Pliant is a European fintech specializing in B2B payment solutions. Our modular, API-first platform helps businesses streamline spending, improve cash flow, and integrate payments into their financial workflows. Designed for industries with complex payment needs, such as travel and fleet, Pliant enables greater efficiency, control, and profitability. We serve two primary customer segments: - Companies looking to optimize operational processes through intuitive apps and APIs, gaining control, automation, and financial flexibility through extended credit lines. - Businesses such as financial software platforms, ERP providers, and banks that want to launch or enhance their credit card offerings using Pliant’s embedded finance and white-label solutions. Founded in 2020 and headquartered in Berlin, Pliant supports over 4,000 businesses and more than 20 partners globally. As a licensed e-money institution (EMI), we issue credit cards in 11 currencies across more than 30 countries, helping companies streamline and simplify payments. Learn more at http://www.getpliant.com/www.getpliant.com http://www.getpliant.com ABOUT THE ROLE We are looking for a Payments & Fraud Operations Specialist to provide out-of-hours operational coverage, ensuring the stability, integrity, and security of our payment systems outside standard business hours (evenings, nights, and weekends). This role sits at the intersection of customer support, payments operations and fraud and reports into the Head of Fraud Operations. You will play a key role in maintaining service reliability, mitigating fraud risk, and responding to operational incidents in real time. WORKING HOURS This role is specifically designed for out-of-hours coverage, including evenings, nights, weekends, and public holidays (as part of a team rotation). It operates on a dedicated shift-based schedule to ensure Pliant achieves a 24/7 Always On model. - This role is specifically designed for out-of-hours coverage, including: - Evenings / nights - Weekends - Public holidays (as part of a rota) - May operate on a shift-based schedule WHAT YOU’LL DO End-to-End Customer Support (Tier 1) - Act as the primary front-line contact for urgent out-of-hours customer inquiries via phone, email, or ticketing systems. - Handle critical real-time customer requests, including card blocking/unblocking, PIN resets, activation issues, and account access support. - Manage merchant dispute intakes, triage customer issues, and handle high-priority weekend limit increase requests. - Deliver empathetic, high-quality, and clear communication to customers under stressful financial situations. Payments Operations - Monitor payment processing, authorisations, and declines to ensure smooth operation outside core hours - Identify and investigate payment failures, delays, and system anomalies - Perform first-line incident triage and escalation for payment-related issues - Support reconciliation checks and exception handling where required - Maintain clear documentation of incidents, actions taken, and resolutions Fraud & Risk Operations - Conduct real-time transaction monitoring to detect suspicious or fraudulent activity - Investigate alerts, flagged transactions, and unusual behavioural patterns - Take immediate action where necessary (e.g. blocking/unblocking cards, restricting accounts, escalating incidents) - Escalate high-risk or complex cases to on-call risk/compliance teams - Contribute to improving fraud detection processes and playbooks Incident Management & Escalation - Act as the primary operational contact during out-of-hours periods - Triage and prioritise incidents across payments and fraud domains in line with established processes - Follow defined escalation protocols for critical issues - Ensure timely communication with internal stakeholders (on-call teams, engineering, risk, etc.) - Produce inci