Meet the team dedicated to keeping our customers happy

At Pleo, we believe that customer support is the core of any company’s success. As well as managing support requests and tickets, they also act as the voice of the company for the customer and the voice of the customer for our technical teams.

We sat down with our Customer Support Lead, Ines Santos, to find out what it takes to support Pleo’s fast-growing customer base.

Being the ‘glue’ between tech and the customer

The day-to-day life of a support lead is a balancing act. It requires one eye on the immediate needs of the queue and the other on the long-term evolution of the product.

"I lead our customer support team, balancing real-time queue management and live channels," Ines explains. "Essentially, we are the glue between our technical teams and our customers. We ensure that while we’re solving immediate issues, we’re also constantly improving the overall support ecosystem."

Supporting at scale: Over 155 000 wins

You might think that supporting a global customer base is all about resolving customer queries at volume. And while that’s partly true, it’s also about the impact of every single interaction. Over the past year, the team has reached a significant milestone in their mission to simplify business spending.

"If you’ve ever wondered what it looks like to support our customers at scale, the numbers are in…" says Ines. "Over the past 12 months, our team has hit a massive milestone: Over 150,000 customer tickets handled. That’s 150,000 moments where we had the chance to turn a challenge into a win for our users."

Uncovering what you actually need

For many companies, support is a reactive department — a team that waits for things to break before stepping in. At Pleo, the approach is fundamentally different. Putting customers first is a core value.

"At Pleo, the support team doesn’t just listen to what users say they want; they are trained to uncover what the user actually needs to be successful," Ines notes. It’s this distinction between wants and needs that allows Pleo to help businesses find long-term success rather than just a quick fix.

A culture built on resilience and support

When you’re navigating high-pressure days and complex technical queries, the strength of the team behind the screen is what makes the difference. For Ines, the most rewarding part of the job is the people.

"What keeps me energised is the resilience of our team," she says. "There is a unique bond that forms when you’re navigating high-pressure days together. Seeing them tackle complex problems with such grit and grace is, hands down, the most rewarding part of my role. We’re more than just a CS team; we’re a support system for each other."

Excellence is in the human details

In an era of automated bots, Pleo’s support team is focused on bringing the human element back to the forefront.

"Good customer experience should be about more than a fast answer. We want to make the customer feel seen, heard and respected," Ines explains. "True excellence is found in the human details."

Ultimately, the goal of the support team mirrors the goal of Pleo itself: to change the way people feel about their everyday work.

"What excites me most about being at Pleo isn’t just the innovative tech; it’s the fact that we are fundamentally changing how people feel about their everyday work," Ines concludes. "We’re replacing 'admin dread' with 'financial freedom,' and I get to do it alongside a team that embodies resilience every single day."

 Ready to ditch the admin dread?

Our support team is just one reason thousands of businesses trust us with their spending. Discover how Pleo can give your team the tools (and the support) they need to succeed here.