Business Applications Analyst (Customer Success and Support)

You’ll be the go-to systems partner for Pleo’s Customer Experience and Customer Success teams. When a support agent can’t find what they need, or a CSM wants a better view of account health, you’ll be the one making it happen.

You’ll look after the tools our CX and CS teams depend on. You’ll gather requirements, configure solutions, fix what’s broken, and make sure people know how to use what you build. This is a no-code configuration role. You’ll work alongside BAT’s engineers when something needs custom code or integration work.

* Run the CX and CS stack. Administer and support tools such as Vitally, Hubspot, Freshdesk, Freshchat, Freshcaller, Circle, and Rocketlane.

* Partner with the business. Build trust with CX and CS stakeholders, gather requirements, and understand the use case behind every request.

* Configure and fix. Deliver small and medium enhancements, such as ticket routing, SLAs, macros, health scores, playbooks, and onboarding workflows. Resolve bugs and incidents quickly.

* Document clearly. Write functional specifications, process flows, and user stories for the changes you deliver.

* Test before you ship. Run and document UAT, and support peer reviews before anything reaches production.

* Keep tickets moving. Manage your queue of requests and simple projects, track progress, and share regular updates with stakeholders.

* Handle vendors day to day. Raise and track support tickets, follow up on SLAs, and escalate recurring problems.

* Enable the teams. Train CX and CS colleagues on new tools and processes, and keep documentation current.

* 3–5 years in business applications, systems administration, or a CX or CS operations role with a strong systems focus.

* Hands-on admin experience with at least one support or customer success platform, such as Freshworks, Zendesk, HubSpot Service Hub, Gainsight, or Vitally.

* A working knowledge of how support and customer success teams operate, including ticket lifecycles, SLAs, escalations, onboarding, health scoring, and renewals.

* Comfort with data: properties, fields, reports, and dashboards. You can spot when something doesn’t add up.

* Clear written and spoken English. You’ll work with teams across Europe every day.

* A curious, service-minded approach. You ask why before you build.

* Experience with CRM integrations or data flows between support tools and a CRM.

* Exposure to AI agents or automation in support, such as chatbots and ticket deflection.

* Relevant certifications in HubSpot, Freshworks, or a CS platform.

* Experience in a SaaS or fintech company.

* 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

* 25 days of annual leave + public holidays (additional days may apply in select countries based on local standards).

* For our Team, we offer both hybrid and fully remote working options

* 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