Associate Product Manager - Customer Support Tooling - Pleo Associate Product Manager - Customer Support Tooling
At Pleo, we re on a mission to revolutionise the way businesses manage company spending. No more outdated processes, clunky spreadsheets, or frustrating delays - we believe spend management should be seamless, empowering, and surprisingly effective for finance teams and employees alike. We re creating tools that promote autonomy, foster trust, and let businesses focus on what truly matters.
Our culture is built on transparency, collaboration, and a deep commitment to innovation which is reflected in our spending solution. At Pleo, you ll join a passionate team shaping the future of work, all while having some fun along the way.
About the role
Were looking for an
Associate Product Manager
to join our Backoffice Support Experience & Tooling team within the Enterprise Engineering organisation. In this role, you ll work closely with our Backoffice Support Experience team to create the systems, automation, and insights that power our customer support at scale. If you re excited about optimising internal tools, driving measurable improvements in resolution speed and satisfaction, and aligning multiple channels into one cohesive customer journey this is the opportunity for you. You ll be the product mind behind the systems that make our agents faster, our customers happier, and our support operation smarter.
As an Associate Product Manager, you will:
- CSAT & Resolution Outcomes: Define and track the metrics that matter for satisfaction and resolution times, improving both concierge and outsourced support models.
- Multichannel Bot Strategy: Consolidate and optimise customer-facing bots (Pleo Support Bot, Hubspot, In-App Bot) into a high-performing, coherent experience.
- Support Systems ROI: Evaluate tooling performance, validate configurations, and remove friction from agent workflows.
- Experience Target & Reputation Management: Drive our goal to be in the top quartile of SaaS support, with measurable improvements in CSAT, resolution time, and public reviews.
- Empowering our Chennai Team: Equip them with the right tools, feedback loops, and visibility to succeed, aligned with global standards.
You ll thrive in this role if you have:
- Own and evolve the internal roadmap for customer support tooling
- Partner with Support Ops, Growth, Engineering, and Analysts to define requirements and prioritisation
- Translate insights from tickets, reviews, and performance metrics into action
- Proactively define success metrics and accountability across systems and teams
- Align bot logic, SLAs, and customer flows into a unified customer journey with previous experience in Freshworks or similar platform
- Act as a multiplier for the support org: less manual work, more intelligent systems
Who you ll be working with and reporting to
: You ll report to our Group Product Manager, Roshni Bharadwaj and work closely with teams across Pleo and operations team. Our team of 5 is highly collaborative cross competence. You ll also have the chance to partner with teams across Payments and Finance domain to ensure success.
In your first 6 months at Pleo, you ll:
- Take full ownership of the support tooling backlog, ensuring priorities are clear and aligned with Support Ops and Backoffice Support Experience teams
- Map and assess the current agent tooling ecosystem, identifying pain points and opportunities for automation, speed, and consistency
- Launch key improvements to our multichannel bot strategy, consolidating logic across Pleo Support Bot, Hubspot, and in-app experiences
- Define and socialise clear success metrics for CSAT, resolution time, and public reputation and put reporting in place to track them.
We re committed to helping you develop your career, whether that means taking on bigger projects, stepping into leadership, or acquiring new skills in [specific area].
We re happy to share more about our approach to pay and this range during your first call with us!
Show me the benefits!
- 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
- We offer 25 days of holiday + your public holidays
- For our Team, we offer both hybrid and fully remote working options
- Option to purchase 5 additional days of holiday through a salary sacrifice
- Paid parental leave - we want to make sure that were supportive of families and help you feel that you dont have to compromise your family due to work
Why join us
Working at Pleo means youre working on something very exciting: the future of work. Our mission is to help every company go beyond the books. Pleo itself means more than you d expect , and it s been the secret to our success over the last 8 years. So it s only fitting that we d pass this philosophy onto our customers to help them make the most of their finances.
We think company spending should be delegated to all employees and teams, that it should be as automated as possible, and that it should drive a culture of responsible spending. Finance teams shouldn t be siloed from the rest of the organisation they should work in unity with marketing, sales, IT and everyone else. Speaking of working in unity, our values tell the story of how we work at Pleo. We have four core values, the first of which is champion the customer , which means we address real pain points that businesses face. Next up is succeed as a team , which highlights how our strength lies in our diversity and trust in each other. We also make it happen by taking bold decisions and following through to deliver results. Last but not least, we build to scale , creating lasting solutions that address today s challenges and anticipate tomorrow s needs. So, in a nutshell, thats Pleo. Today we are a 850+ team, from over 100 nations, sitting in our Copenhagen HQ, London, Stockholm, Berlin, Madrid, Montreal and Lisbon offices and quite a few full-time remotes in 35 other countries! Being HQd out of Copenhagen means were inspired by things like a good work-life balance. If you dont work in the office with us, well help you set up the best remote setup possible
and
make sure you still have time to connect with your team.
About your application
Apply for this role
We re looking for new friends, gifted minds, team players, restless talents and passionate problem solvers.
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The first call(s)
Let s get to know each other. We want to find out more about you, your motivations, and give you more information about the role.
The task is deliberately open-ended and based on something youll actually work on. There are no right or wrong answers here.
Expect to share a (virtual) meeting room with two to three people youll work with regularly if you get the job.
A call with someone in leadership who ll walk you through the big picture and chat about how your role will figure into that.
