Customer Support Specialist - Accounting Integrations (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 Forget the traditional Support playbook. We aren't looking for people to read scripts or move tickets from one queue to another. We are looking for problem solvers. We are looking for an Integrations & Payment Customer Support Specialist - to help grow one of the most vital parts of Pliant: accounting integrations and customer-specific accounting workflows. While our standard Support team handles daily business operations, you will act as our technical escalation point. You are the subject matter expert for accounting integrations (DATEV, Xero, NetSuite) and complex backend payment configurations. When an API fails or a customized ERP mapping breaks, you are the detective who finds the root cause. As part of the Customer Support organization, you will lead our efforts in customer onboarding, ERP/Accounting setup, configuration support, custom CSV operations, partner and accounting coordination, debugging exports, implementation questions, and operational troubleshooting. As we grow, we are evolving our model for even better results. This role is designed to: - Streamline operations for product and engineering - Improve customer onboarding and implementation quality - Create sustainable operational processes - Become a guide for accounting integrations and exports - Help transform recurring work into scalable product capabilities over time This is a collaborative role requiring close partnership with internal teams including Product, Engineering, Solutions Engineering, Customer Success, and Sales, as well as external finance and accounting teams at customers. WHAT YOU’LL DO CUSTOMER AND PARTNER IMPLEMENTATION - Lead the entire customer implementation lifecycle, from initial setup and configuration of accounting integrations, mappings, and workflows to coordinating with customer finance teams and ERP partners. - Ensure the timely resolution of all export and accounting issues, effectively integrating Pliant into customer accounting workflows. OPERATIONAL EXCELLENCE AND PRODUCT ALIGNMENT - Design and implement scalable onboarding processes, operational playbooks, and clear support paths and ownership models. - Serve as the key liaison with Product and Engineering to streamline operational tasks, provide customer feedback, and prioritize turning recurring issues (e.g., bugs, implementation gaps) into long-term product capabilities. INTEGRATION EXPERTISE - Develop deep operational expertise in accounting exports, ERP/accounting workflows, CSV customization, and mapping logic. - Support the successful rollout of new integrations and actively maintain the quality and reliability of all existing integrations. PAYMENT NETWORK OPERATIONS & ENABLEMENT You own the complex, manual backend configurations that keep our largest clients running. You will manage