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 card network setups (e.g., Visa VCF, Lodge Card dashboards) and ensure operational processes are executed flawlessly. Because you hold the technical knowledge, you will also act as an internal mentor - building playbooks and cheat sheets so our Tier 2 CS team can handle basic integration questions without escalating.