Pliant

• Own the design system domain: Be the accountable owner of our design system – components, tokens, patterns, and documentation – keeping it consistent and high-quality as the team and product grow. • Design product day to day: Embed in a product team and design end-to-end features across our web platform, mobile app, internal tools, and dashboards – from user flows and wireframes to high-fidelity UI and prototypes. • Take the design system into the AI era: Restructure our tokens, components, and documentation so AI agents can read and use them, enabling prototypes that map one-to-one to our code. Close the gap between what we design and what we ship. • Partner closely with engineering: Keep the design system and codebase in sync – aligning naming, tokens, and component APIs so design and code stay 1:1. • Raise the consistency bar: Define and champion standards, review component usage across flows, and help other designers move faster within a shared system. • Collaborate cross-functionally: Work with product managers, engineers, and stakeholders from discovery through delivery, ensuring smooth implementation of your designs. • Wear multiple hats when needed: We're a lean team, and everyone steps up to support different design needs. You're not afraid to jump into projects outside your main scope to drive company success.

• Act as the primary front-line contact for urgent out-of-hours customer inquiries via phone, email, or ticketing systems. • Monitor payment processing, authorisations, and declines to ensure smooth operation outside core hours. • Conduct real-time transaction monitoring to detect suspicious or fraudulent activity. • Triage and prioritise incidents across payments and fraud domains in line with established processes. • Identify recurring issues and contribute to process improvements and automation.

• Own strategy, roadmap, and execution for Member Management: identity, authentication, access and permissions, the member lifecycle, and tenant management • Advance passwordless, adaptive authentication (passkeys, eIDs, enterprise IDPs, SSO) and step-up verification for sensitive actions • Build multi-tenant, multi-region identity that lets partners and banks launch quickly and lets members move easily between tenants and organizations • Automate the member lifecycle end to end: HRIS sync plus just-in-time provisioning, so joiners, movers, and leavers always have the right access • Work with Security, Compliance, and Engineering to meet the authentication, access-control, resilience, and audit bar that banks and regulated institutions require • Design the permissions and entitlements model that other Pliant domains build on • Prepare the platform for AI agents as governed members: verifiable identity, scoped permissions and limits, and a full audit trail

• Own complex technical cases end-to-end: Take over technical tickets from 1st-Level Support, drive investigation, and deliver clear outcomes such as solution, workaround, or escalation to Engineering or Product teams. • Communication & SLA ownership: Ensure clear updates to stakeholders and adherence to SLAs throughout the ticket lifecycle. • Escalate effectively (Engineering handover): Provide complete reproduction steps, impact assessment, logs/queries/screenshots as relevant, and a crisp hypothesis when possible. • Coordinate cross-functionally: Align with Product & Engineering on prioritization, provide context, and keep Customer Support informed. • Debug product and integration issues end-to-end: Analyze customer reports, reproduce behavior, compare against expected workflows, and isolate root causes. Diagnose technical problems using logs, system tools, and troubleshooting frameworks. • Triage and classify issues: Distinguish between configuration/integration errors, data issues, product limitations, and genuine bugs.

• Define & Own the Partner Sales Strategy: Develop the U.S. roadmap for acquiring and growing non-banking partnerships. Identify key categories (e.g., spend platforms, procurement software, travel tech, affiliate networks) and prioritize high-value partner types. • Partner Sourcing & Negotiation: Source strategic partner/client opportunities and lead commercial negotiations through to agreement. Evaluate both embedded finance and co-sell/white-label models. • Partner Enablement & Activation: Collaborate with internal teams to support partner onboarding, integration, co-marketing, and joint pipeline generation. • Revenue Leadership: Own KPIs for sourced revenue, new partner activation, and joint customer acquisition. Establish a clear reporting cadence and growth targets. • Cross-Functional Collaboration: Work closely with Product to support integration use cases (e.g., issuing APIs, spend control, onboarding flows). Coordinate with Legal and Compliance on deal structures and risk considerations. • Go-to-Market Development: Co-create messaging, enablement materials, and campaigns with Marketing and Growth that drive partner success.

• Drive Pipeline & Negotiations: Target, pitch, and secure partnerships across vertical SaaS platforms, marketplaces, and fintech service providers in the U.S. market. • Commercial & Pipeline Rigor: Maintain pipeline discipline and manage Sales forecasts. • Cross-Functional Execution: Collaborate with Product, Legal, and Compliance to streamline deal structures and ensure seamless partner activation. • Go-to-Market Development: Co-create messaging, enablement materials, and campaigns with Marketing and Growth that drive partnership acquisition and partner success. • Partner Onboarding & Activation: Work alongside internal teams to guide signed partners through technical integration, co-marketing launches, and ongoing relationship maintenance.

• Serve as the primary point of contact for small and medium customers, ensuring their successful onboarding and ongoing satisfaction. • Guide our Italian customers through the implementation of our accounting software integrations and provide support for their accounting requirements. • Proactively build and maintain strong relationships with customers to foster long-term loyalty and satisfaction. • Identify and capitalise on opportunities for upselling additional products or services. • Collaborate with the Business Development team to identify new business opportunities and support the company’s growth initiatives. • Regularly monitor customer metrics and respond to any signs of dissatisfaction or challenges. • Act as the customer advocate, ensuring their voice and feedback are considered in product development and service improvements. • Create and maintain accurate customer records and documentation in CRM systems. • Conduct regular check-ins and review meetings to ensure customer success and continued alignment.

• Collaborating with others to drive epics and technical initiatives within the team • Actively participating in shaping our technical direction and architecture • Ensuring a scalable, maintainable, and secure micro-service architecture • Participating in the on-call rotation and overall support effort of the team • Communication and knowledge sharing within the team • Working closely with the product manager and engineering manager • Following Pliant Values: Push It, Own It, Open Up, Be Kind, Have Fun, Be Pliant

• Assess who our customers are, how and with whom they operate their business model, what their public and financial profiles are. • Analyze business and financial information of our customers (e.g., credit agency reports, financial statements, bank account statements), write up the key risks and mitigants and conclude. • Decide on limit requests of our customers within your delegated authority and help us build and maintain a performing loan book. • You own multiple high-limit customers and groups of customers, know them inside out, follow their development over time, and monitor their risk profiles that you present to the credit risk committee. • You get to the heart of complex operational workflows and systems. You understand how to systematize business problems and design smart solutions. You will help us building scalable yet compliant straight-through processes, including the utilization of AI capabilities. • You are a facilitator and ensure a smooth and fact-based information flow between your colleagues. In doing so, you support the development of a culture of open dialogue, which is focused on mutual respect and the joint achievement of excellent results.

• Due diligence: Assess who our customers are, how and with whom they operate their business model, what their public and financial profiles are. • Underwriting: Analyze business and financial information of our customers (e.g., credit agency reports, financial statements, bank account statements), write up the key risks and mitigants and conclude. • Credit decision: Decide on limit requests of our customers within your delegated authority and help us build and maintain a performing loan book. • Innovation: You get to the heart of complex operational workflows and systems. You understand how to systematize business problems and design smart solutions. You will help us building scalable yet compliant straight-through processes, including the utilization of AI capabilities. • Communication: You are a facilitator and ensure a smooth and fact-based information flow between your colleagues. In doing so, you support the development of a culture of open dialogue, which is focused on mutual respect and the joint achievement of excellent results.