Job Description
Hey! We’re Plum, your smart saving and investing app on a mission to help grow money for life. Whether you’re stashing the cash for tea and toast in your first home or catching some rays during retirement, Plum’s got your back.
Since 2016, over 2 million people in 10 European markets have set aside more than £2 billion with our clever automation and AI – that’s the magic of Plum! As recognition for our work, we’ve received awards from the likes of Deloitte, Finder, and more.
That’s all down to our passionate team of 200+ Plumsters, who work around Europe to help us achieve our mission. And now we’re looking for more brilliant people to join us on our journey.
The Role
We’re looking for a Technical Support Specialist (Trading) to support our Customer Success team. In this role, you’ll investigate and resolve complex customer technical issues escalated from our frontline support teams, acting as a critical bridge between customers and our engineering function.
You’ll work closely with Engineering, Product, and rest of Operations to diagnose and resolve customer issues related to trading, and where needed, escalate with context to the engineering teams to ensure quick resolution. Troubleshooting skills, a customer-first mindset, and the ability to navigate across systems and stakeholders are at the heart of this role.
If you enjoy getting to the bottom of hard problems, identifying root causes, and making things work better behind the scenes, this role is for you.
You Will
- Investigate and resolve escalated technical issues from the Customer Success Team, and escalate to Engineering (Level-3) where required with clear context and reproduction steps
- Perform root cause analysis on recurring incidents and customer-impacting issues
- Support incident management — monitoring, triaging, and responding to live issues, and contributing to post-mortem reviews
- Work with third-party providers to drive resolution for our users
- Maintain accurate documentation, investigation notes, runbooks, and playbooks in internal systems — keeping the knowledge base current so firstline teams can self-serve more effectively
- Collaborate with Product and Engineering to surface systemic issues, feed back patterns, and support fix validation before changes reach customers
- Identify opportunities for automation, tooling improvements, and process optimisation
- Communicate directly with customers on complex escalated cases where required, maintaining a professional and empathetic tone throughout
Ideally You
- 2+ years of experience in a similar role or customer support or back-office operations.
- Have basic SQL, Python, Grafana or data and logs querying knowledge, enough to independently investigate issues without always relying on Engineering
- Strong analytical and troubleshooting skills, with sharp attention to detail and a genuine problem-solving mindset
- Familiarity with automation tools or AI-assisted operations workflows
- The ability to work independently on ambiguous, unstructured problems and drive them to resolution without hand-holding
Plum Perks
- We’re all in this together! Own part of the company through stock options 💷
- Private health insurance
- Annual training budget
- Plum Premium
- Referral scheme: earn competitive rewards
- Flexible approach to remote working: we encourage at least 2 days a week in one of our beautiful offices in London, Athens or Cyprus
- Team breakfasts and team lunches.
- 25 days holiday + bank holidays
- 45 work-from-anywhere days: giving you the flexibility to work your way.
- 2 weeks sabbatical after 4 years to take the break you deserve.
- Enhanced parental leave
- 1 paid volunteering day annually
- Annual team trip: to a surprise destination!
- A fun, inclusive company culture (think 🦄🌈💯)
If this sounds like you, we’d love to hear from you!
Thanks,
Team Plum 💜
*Plum is an Equal Opportunity Employer. Plum does not discriminate on the basis of race, religion, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, national origin or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit and business need.
