Pleo
FinTech
StrategicProgramManager-SupportQuality,Training&Enablement
Neural analysis suggests this role is
optimal for Manager candidates.
“Strategic Program Manager - Support Quality, Training & Enablement at Pleo. Skills: Support quality, Training, Enablement. Own and run support quality programme. Define quality frameworks”
What You'll Achieve.
Raise support quality; Strengthen agent capability; Create consistent customer experience; Improve quality through structure; Improve quality through feedback loops; Improve quality through training; Improve quality through cross-functional execution; Improve customer experience; Improve support quality; Improve training; Improve standards; Improve operating mechanisms; Ensure quality insights lead to coaching; Ensure quality insights lead to training improvements; Ensure quality insights lead to operational change; Improve readiness; Improve capability; Improve consistency; Improve confidence; Identify what is working; Identify what is not working; Identify where organisation needs to invest; Connect QA to operating model; Connect training to operating model; Connect enablement to operating model; Improve customer confidence; Improve customer satisfaction
Industry & Context.
Turn complex problems into simple solutions
What They're Looking For.
Must Have
Prior Customer Experience or Support experience, Individual contributor role, No direct reports
Nice to Have
Prior CX or Support experience
What You'll Do.
Own and run support quality programme
Define quality frameworks
Define quality scorecards
Define calibration processes
Define quality standards
Define feedback loops
Drive performance improvement
Partner with Team Leads
Strengthen coaching loops
Coordinate training programmes
Coordinate enablement programmes
Improve agent readiness
Improve agent capability
Improve agent consistency
Improve agent confidence
Support ongoing learning
Define training needs
Define content priorities
Define reinforcement plans
Define quality expectations
Analyse quality trends
Analyse support performance
Identify areas for investment
Surface recurring issues
Define what good looks like
Run calibration sessions
Keep scoring consistent
Create shared understanding
How You'll Work.
Team & Collaboration
Partner with Team Leads; Work with Support Operations; Work with Enablement; Work with Knowledge/Content teams; Work with Customer Experience; Work with Product; Work with Engineering; Work with Data; Partner across teams
Process & Methodology
Programme ownership, Cross-functional execution
Full Job Description
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. ABOUT THE ROLE We’re looking for a CX Program Manager, Support Quality, Training & Enablement to join our Customer Support team at Pleo. In this role, you’ll help design, run, and improve the programmes that raise support quality, strengthen agent capability, and create a more consistent customer experience across every support channel. Pleo’s Customer Support team is on the front line every day — helping thousands of finance teams across Europe get more out of their Pleo experience. This role is about making sure every interaction across chat, email, phone, and other support channels meets the quality bar we set for ourselves. This is not just a scorecard or compliance role. It is a programme role focused on quality improvement, training, coaching enablement, and operational consistency. You’ll turn quality data into actionable
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