ABOUT US
Pliant is a modular B2B payments platform combining commercial card issuing, payment accounts, FX and spend management for businesses and AI agents.
Businesses across travel, e-commerce, insurance and AI-native technology use Pliant to manage complex payment workflows, while fintechs, software platforms and banks use its infrastructure to build and operate their own commercial payment offerings.
Pliant's API-first platform also enables AI agents and applications to access regulated payment infrastructure with permissions, controls and auditability built in.
Founded in 2020 and headquartered in Berlin, Pliant serves businesses and partners across Europe and North America. A principal member of Visa and Mastercard, Pliant issues commercial cards in 13 currencies across 32 countries under its European e-money license and through regulated partners in the UK and US.
Learn more at www.getpliant.com.
We are looking for a Payments & Fraud Operations Specialist to provide out-of-hours operational coverage, ensuring the stability, integrity, and security of our payment systems outside standard business hours (evenings, nights, and weekends).
This role sits at the intersection of customer support, payments operations and fraud and reports into the Head of Fraud Operations.
You will play a key role in maintaining service reliability, mitigating fraud risk, and responding to operational incidents in real time.
This role is specifically designed for out-of-hours coverage, including evenings, nights, weekends, and public holidays (as part of a team rotation). It operates on a dedicated shift-based schedule to ensure Pliant achieves a 24/7 Always On model.
This role is specifically designed for out-of-hours coverage, including:
Evenings / nights
Weekends
Public holidays (as part of a rota)
May operate on a shift-based schedule
WHAT YOU’LL DO
End-to-End Customer Support (Tier 1)
Act as the primary front-line contact for urgent out-of-hours customer inquiries via phone, email, or ticketing systems.
Handle critical real-time customer requests, including card blocking/unblocking, PIN resets, activation issues, and account access support.
Manage merchant dispute intakes, triage customer issues, and handle high-priority weekend limit increase requests.
Deliver empathetic, high-quality, and clear communication to customers under stressful financial situations.
Payments Operations
Monitor payment processing, authorisations, and declines to ensure smooth operation outside core hours
Identify and investigate payment failures, delays, and system anomalies
Perform first-line incident triage and escalation for payment-related issues
Support reconciliation checks and exception handling where required
Maintain clear documentation of incidents, actions taken, and resolutions
Fraud & Risk Operations
Conduct real-time transaction monitoring to detect suspicious or fraudulent activity
Investigate alerts, flagged transactions, and unusual behavioural patterns
Take immediate action where necessary (e.g. blocking/unblocking cards, restricting accounts, escalating incidents)
Escalate high-risk or complex cases to on-call risk/compliance teams
Contribute to improving fraud detection processes and playbooks
Incident Management & Escalation
Act as the primary operational contact during out-of-hours periods
Triage and prioritise incidents across payments and fraud domains in line with established processes
Follow defined escalation protocols for critical issues
Ensure timely communication with internal stakeholders (on-call teams, engineering, risk, etc.)
Produce incident summaries and handovers for the next business day
Process & Continuous Improvement
Identify recurring issues and contribute to process improvements and automation
Help refine monitoring, alerting, and response procedures
Support the development of runbooks for out-of-hours operations
WHAT YOU’LL BRING
3-4+ years in payments operations, fraud operations, or fintech operations
Experience with transaction monitoring, incident handling, or payment investigations
Familiarity with card payments, payment processors, or financial systems
The Hybrid Mindset: Equally comfortable jumping on an urgent customer phone call and diving into back-office fraud logs.
Strong analytical and problem-solving skills
Ability to make confident, playbook-driven decisions independently under pressure.Ability to make decisions under pressure in time-sensitive situations
High attention to detail and structured approach to investigations
Clear written and verbal communication for incident reporting and escalation
Comfortable working independently during non-core hours
Strong sense of ownership and accountability
Proactive in identifying risks and operational issues
Comfortable working with ambiguity and limited immediate support
Experience with monitoring tools, ticketing systems, or fraud detection platforms i.e. Thredd, FraudAdvantage, Jira, Slack, Visa/MC Connect
Data analysis skills (e.g. Excel; SQL is a plus)
Chargeback knowledge desirable
WHAT WE OFFER
The opportunity to work in a growing team with big responsibilities that thrives on a strong exchange of knowledge and excellence
Attractive remuneration and benefits package
Flat hierarchy and transparent communication in a relaxed, professional atmosphere
Opportunity to develop your talent in a dynamic team with ambitious goals
Flexibility and possibility to work remotely
Pliant Card with monthly credit to explore the product and enjoy food with colleagues
Pliant is an equal opportunity employer. We welcome applications from people of all backgrounds, identities and abilities, and are committed to an inclusive hiring process. If you need any accommodations during the interview process, please let us know.
At Pliant we use the Ashby AI Criteria to assist with looking over resumes against our job qualifications for this role. All final decisions are made by our Talent Team and Hiring Team.
A human is behind these processes. Ashby does not automatically reject candidates or make final hiring decisions. Our teams review all results and make the final hiring decision with every candidate that applies.
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