Business Applications Analyst (Customer Success and Support)

About Pleo Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike - with a vision to help all businesses ‘go beyond’. The word ‘Pleo’ actually means ‘more than you’d expect’, and living by that mantra has been the secret to our success over the last 10 years. Now, we’re at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together. The role 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. What you’ll do • 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. What you’ll bring • 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. Nice to have • 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