Digital Onboarding Specialist

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. We're looking for a Digital Onboarding Solutions Specialist to join our Digital Onboarding Solutions team  this role, you'll help customers who have got stuck while onboarding themselves onto Pleo, unblock them, and make sure they get to a successful first spend.

You'll also help us find and fix the friction that causes these blockers in the first place. If you enjoy solving real problems for real people, and you care about making onboarding work better for everyone, then this is the opportunity for you!

You'll report to our Manager, Onboarding and work closely with the Digital Onboarding Solutions Manager. Our team is highly collaborative and dedicated to getting every new customer to a smooth, successful start on Pleo. You'll also have the chance to partner with teams across Product, Growth, Sales, Support and Rev Ops to remove friction for our customers. Monitor escalation channels, handle live chats during coverage hours, diagnose blockers, and agree next steps with customers.

Pick up Freshdesk tickets raised outside live chat hours, reply by email the next business morning, and offer a call when needed. Schedule and run calls with customers who are blocked during self-onboarding and have escalated via chat or email. Coordinate internally on specialist escalation consultations and take ownership of seeing each case through to resolution. Record the stage, blocker and outcome for every account, and run 1–2 week progress checks to keep customers moving.

Work closely with the Digital Onboarding Solutions Manager to improve our processes by flagging inefficiencies and proposing fixes. Run proactive outreach on stalled accounts before they churn or give up. Build deep knowledge of Pleo's product and the most common onboarding blockers, so you can resolve cases faster. Take ownership of your own caseload and proactive outreach to stalled accounts.

Work with the Digital Onboarding Solutions Manager and cross-functional partners to improve a process or flow that is blocking customers. We're committed to helping you develop your career, whether that means taking on more complex escalations, stepping into a Team Lead role, or building new skills in onboarding design, product, marketing, and digital funnel building.

• Experience in customer support, customer success, onboarding or another role where you help people get unstuck quickly.
• A clear, structured approach to diagnosing problems: you ask the right questions, find the real blocker, and agree a next step.
• Confidence running calls with customers, including those who are frustrated or…