Customer Support Specialist - Accounting Integrations (m/f/d)

WHAT YOU’LL DO

• 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.
• What Success Looks Like
• Streamlined operations for Product and Engineering
• Faster and smoother onboarding of accounting integrations
• Better customer experience around accounting workflows
• Increased operational efficiency
• More repeatable and scalable integration operations
• Clearer support and ownership processes
• Higher reliability and trust in accounting exports and integrations
• Why This Role Matters

• Collaborative Problem Solver: Enthusiasm for creating structure, resolving complexity, and scaling difficult workflows. Plus the ability to coordinate effectively between technical and non-technical stakeholders.
• ERP & Finance Fluency: You possess a deep understanding of either A) bookkeeping, reconciliation, and local accounting standards (e.g., GoBD, DATEV SKR03/04), OR B) SaaS API debugging and technical product support. Regardless of your primary background, you know how data flows between systems, aren't afraid of diving into JSON payloads or complex export files, and are comfortable managing data mappings.
• Technical Proficiency: Curiosity for APIs, integrations, and operational debugging alongside engineering teams.
• Impactful Communication: Clear, simplified communication of complex topics across various internal and external stakeholders.

WHAT WE OFFER

• The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence
• Attractive remuneration
• Flat hierarchy and transparent communication in a relaxed, professional atmosphere
• Opportunity to develop your talent in a dynamic team with ambitious goals
• Flexibility and possibility to work remotely
• Monthly mobility benefit
• Wellhub Membership
• Pliant Card with monthly credit to explore the product and enjoy food with colleagues

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.

Pliant is an equal opportunity employer. We welcome applications from people of all backgrounds, identities and abilities, and are committed to an inclusive hiring process. If you need any accommodations during the interview process, please let us know. At Pliant we use the Ashby AI Criteria to assist with looking over resumes against our job qualifications for this role. All final decisions are made by our Talent Team and Hiring Team. A human is behind these processes. Ashby does not automatically reject candidates or make final hiring decisions. Our teams review all results and make the final hiring decision with every candidate that applies.