Business Applications Analyst (Customer Success and Support)

The role

You will be the systems partner for Customer Experience and Customer Success teams. You will administer tools, gather requirements, configure no-code solutions, and train colleagues on new processes.

What you will do

• Run the CX and CS stack including Vitally, Hubspot, Freshdesk, Freshchat, Freshcaller, Circle, and Rocketlane
• Partner with CX and CS stakeholders to gather requirements
• Deliver small and medium enhancements like ticket routing, SLAs, macros, health scores, playbooks, and onboarding workflows
• Resolve bugs and incidents quickly
• Write functional specifications, process flows, and user stories
• Run and document UAT and support peer reviews
• Manage a queue of requests and simple projects
• Handle vendors by raising and tracking support tickets
• Train CX and CS colleagues on new tools and processes

Required qualifications

• 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
• 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
• Clear written and spoken English

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 company

Benefits

• Your own Pleo card
• Catered meals or a lunch allowance on work days
• Comprehensive private healthcare
• 25 days of annual leave plus public holidays
• Hybrid and fully remote working options
• Free mental health and well-being support via MyndUp
• Paid parental leave

Before you apply

• Submit your application in English
• Applications are only accepted through the system
• If reapplying for the same role, wait six months from your last decision

About the company

Pleo builds spend solutions to make managing money seamless for finance teams and employees. The company consists of over 850 people from over 100 nationalities.