[All remote jobs](https://jobicy.com/jobs.md)[![Pleo logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/b27fbed2-221.jpg)](https://jobicy.com/company/pleo.md)[Pleo](https://jobicy.com/company/pleo.md) # Business Applications Analyst (Customer Success and Support) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/pleo.md)ShareRemote from[Portugal](https://jobicy.com/job-region/portugal.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceOpen levelPublished3 Nov 2026Apply before3 Dec 2026Listing views46Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. This role owns the administration and continuous improvement of the business applications used by Customer Experience and Customer Success teams. The analyst gathers requirements, configures no-code workflows, resolves incidents, documents changes, and coordinates with engineers for custom development or integrations. Key platforms include Vitally, HubSpot, Freshdesk, Freshchat, Freshcaller, Circle, and Rocketlane. The position also requires stakeholder management, UAT, vendor escalation, reporting, and enablement for distributed teams across Europe. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires broad operational knowledge across customer-support and success platforms, as well as careful configuration, testing, and data troubleshooting. Complexity is moderate because it is primarily no-code, but priorities, incidents, and stakeholder requests may move quickly. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$80,000US market range (per year)$65k–$95k0$104.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer compensation is disclosed. The yearly cadence is inferred from the full-time business applications analyst role; the figures are USD annual market estimates for a comparable customer systems and operations role, not verified employer pay. ## Core skills Skills and capabilities most closely associated with this opportunity. [Business applications administration](https://jobicy.com/jobs?search_keywords=Business%20applications%20administration.md)[Customer success operations](https://jobicy.com/jobs?search_keywords=Customer%20success%20operations.md)[Customer support operations](https://jobicy.com/jobs?search_keywords=Customer%20support%20operations.md)[HubSpot administration](https://jobicy.com/jobs?search_keywords=HubSpot%20administration.md)[Freshworks administration](https://jobicy.com/jobs?search_keywords=Freshworks%20administration.md)[Vitally administration](https://jobicy.com/jobs?search_keywords=Vitally%20administration.md)[Workflow configuration](https://jobicy.com/jobs?search_keywords=Workflow%20configuration.md)[Ticket routing](https://jobicy.com/jobs?search_keywords=Ticket%20routing.md)[SLA management](https://jobicy.com/jobs?search_keywords=SLA%20management.md)[User acceptance testing](https://jobicy.com/jobs?search_keywords=User%20acceptance%20testing.md)[Requirements gathering](https://jobicy.com/jobs?search_keywords=Requirements%20gathering.md)[Process documentation](https://jobicy.com/jobs?search_keywords=Process%20documentation.md)[Dashboard reporting](https://jobicy.com/jobs?search_keywords=Dashboard%20reporting.md)[Vendor management](https://jobicy.com/jobs?search_keywords=Vendor%20management.md)[Stakeholder communication](https://jobicy.com/jobs?search_keywords=Stakeholder%20communication.md) Sample interview questionsHow would you approach a request to improve ticket routing in Freshdesk?I would first clarify the business objective, ticket categories, ownership rules, SLAs, and any exceptions. I would map the current flow, configure and test routing rules in a non-production environment where possible, document expected outcomes, run UAT with agents, and monitor routing accuracy after release. Describe how you would investigate an incorrect customer health score in a CS platform. I would validate the underlying data fields, source-system syncs, calculation logic, update cadence, and any recent workflow changes. I would compare affected accounts with expected values, identify whether the issue is data quality or configuration, correct it, and document preventive controls. How do you prioritize a queue containing incidents, small enhancements, and project work? I prioritize production incidents and requests affecting customers, compliance, or SLA performance first. I then assess enhancement requests by business impact, urgency, effort, dependencies, and alignment with agreed team priorities, while communicating status and trade-offs clearly. What should a functional specification for a no-code workflow change include? It should state the problem, scope, stakeholders, current and future process flows, fields and triggers, routing or automation logic, edge cases, permissions, acceptance criteria, testing plan, rollback approach, and training or documentation needs. How would you enable CX and CS colleagues after introducing a new tool process? I would create role-based guidance with concise process steps and examples, run live training or recorded sessions, provide a clear support channel, and collect feedback during the early rollout. I would also monitor adoption and recurring questions to improve both the configuration and documentation. Opportunity details ## About this role. ### 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 company. ### 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 * 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 ### About your application * English first. Since it’s our company language, please submit your application in English. You’ll be using it a lot if you join us. * A fair look for everyone. Our talent team reads every single application to ensure the process is fair. To keep things running smoothly, we only accept applications through our system—our support team can’t pass on calls or emails. * Diversity drives us. We can only reach our goals if our team reflects the world around us. That starts with you hitting apply, even if you don’t tick every single box. We encourage people from all backgrounds and experiences to join us. * Interview at your best. We want you to feel comfortable throughout the process. If you have any accessibility requirements or need a specific format, email belonging@pleo.io. We’ll design a process that works for you. * Your data is safe. When you apply, we process your personal data as a data processor. For more information on how Pleo processes personal data, read our Privacy Policy [here](https://www.pleo.io/en/legal). * Applying for multiple roles? Nothing is stopping you, and we assess every role independently. However, we do look for alignment, so make sure you can explain why your interest and experience are right for each specific role. * Reapplying. If you’re applying for the same role again, please wait six months from your last decision before hitting submit. Show more [Apply now >](https://jobicy.com/jobs/158632-business-applications-analyst-customer-success-and-support.md) > Annual salary information is not provided for this position. Explore salary ranges for similar roles in our [Salary Directory ›](https://jobicy.com/salaries.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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