We are seeking a skilled Business Systems Analyst to support and optimize our customer experience . The successful candidate will bridge the gap between business operations and technology, helping to identify system needs, drive efficiency improvements, and enhance the overall customer support experience. You will work closely with the IT team, customer support departments, and third-party vendors to implement, support, and continuously improve systems that facilitate effective customer interactions.
Key Responsibilities:
- Business Process Analysis: Evaluate and document customer support processes, identify inefficiencies, and recommend technology-based solutions to improve customer service workflows.
- Systems Management: Serve as the subject matter expert (SME) for customer experience . Collaborate with IT teams to configure, customize, and optimize these systems.
- Requirements Gathering: Collaborate with cross-functional teams, including customer support, IT, and product teams, to gather and define system requirements, ensuring alignment with business goals.
- Project Management: Lead or support the implementation of system changes, upgrades, and new technology rollouts. Monitor project progress and coordinate with stakeholders to ensure timely delivery.
- System Integration: Work with internal teams and third-party vendors to integrate customer support systems with other business tools, such as CRM, ERP, and communication platforms.
- Data Analysis & Reporting: Develop and maintain reporting dashboards to track customer support metrics (e.g., response times, resolution rates). Provide insights to leadership for data-driven decision-making.
- Training & Support: Provide training for customer support teams on new system features and functionality. Act as a first point of contact for system troubleshooting and issue resolution.
- Continuous Improvement: Regularly assess system performance and user feedback to recommend and implement enhancements that improve user experience and system efficiency.
Key Qualifications:
- Education: Bachelor’s degree in Information Systems, Computer Science, Business Administration, or related field.
- Experience:
- 4+ years of experience as a Business Systems Analyst or similar role, ideally in customer support or service operations.
- Hands-on experience with CRM platforms (e.g., Hubspot, Salesforce,) and other customer support tools.
- Experience with business process modeling and system integration projects.
- Technical Skills:
- Proficiency with system configuration, reporting, and basic SQL.
- Understanding of software development life cycle (SDLC) and agile methodologies.
- Familiarity with customer support workflows and key performance indicators (KPIs).
- Soft Skills:
- Strong analytical skills and attention to detail.
- Excellent communication and collaboration skills, with the ability to work across multiple teams.
- Problem-solving mindset with a focus on delivering practical and impactful solutions.
Show me the benefits! 🥁
- Your own Pleo card (no more out-of-pocket spending!)
- A monthly allowance of €55 per month (INR equivalent) towards your lunch 🍜
- Hybrid, flexible working arrangement
- 25 days of PTO + public holidays
- Option to purchase 5 additional days of holiday through a salary sacrifice
- We’re trialling MyndUp to give our employees access to free mental health and wellbeing support with great success so far ❤️🩹
- Access to LinkedIn Learning - acquire new skills, stay abreast of industry trends and fuel your personal and professional development continuously
- 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 work 👶
- All of us have a stake in Pleo’s success - ask us about our equity grant scheme
Why join us?
Working at Pleo means you're 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, that's 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 HQ'd out of Copenhagen means we're inspired by things like a good work-life balance. If you don't work in the office with us, we'll help you set up the best remote setup possible and make sure you still have time to connect with your team.
About your application
- Please submit your application in English; it’s our company language so you’ll be speaking lots of it if you join 💕
- We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there! Our lovely support isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone 😊
- We’re on a mission to make everyone feel valued at work. That’s only achievable if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes! We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity, socio-economic status, culture or beliefs.
- When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page.
