About The Position
Pennylane is hiring an Associate Team Lead for its Financial Services Level 2 Support team, which handles complex requests requiring in-depth knowledge of banking products and the Pennylane platform. The team supports business owners and accounting firms using Pennylane’s financial management and accounting platform, including its Pro Account services such as cards, transfers, collections, capital deposits, and financing. This is a hands-on, frontline management role. Reporting to the Senior Team Lead Support Financial Services, you will support a team of 6 to 12 agents in delivering effective, high-quality, empathetic responses. You will help manage day-to-day operations, monitor performance and service quality, coordinate workload and coverage, coach team members, and contribute to continuous improvement. You may also take on urgent or complex customer requests and participate in cross-functional projects, bringing the team’s operational perspective. The team works closely with outsourced Level 1 Support, Technical Support, Product, Tech, Operations, and banking partners, including Swan. The role is primarily conducted in French, with future multilingual interactions as the company expands internationally. The position is associated with remote work from Lyon; the company also describes a flexible remote-working culture and access to its Paris offices. Pennylane describes its Customer Support culture as emphasizing transparency, mutual support, resilience, user empathy, autonomy, responsibility, trust, feedback, and continuous development. The company is an international fintech with 1,200 employees from 25 countries and serves more than 1,000,000 small and medium-sized businesses and over 8,000 accounting firms in France.
Requirements
- At least a two-year postsecondary diploma (Bac+2 or Bac+3 minimum) in banking, management, or an equivalent field.
- At least 2 years of experience in a Support team.
- At least 4 years of experience in management or team support/coaching.
- Strong analytical, decision-making, and problem-solving skills.
- Excellent communication and collaboration skills, with assertiveness and diplomacy.
- Interest and aptitude in feedback, teaching, and individual coaching.
- Comfort using ticketing and documentation tools, particularly Intercom or Notion.
- Professional English at B2 level or higher, written and spoken, to work with English-speaking stakeholders and manage multilingual teams.
- Ability to adapt to a rapidly changing environment.
- Strong service orientation and attention to user experience.
- Ability to support and develop a team, maintain perspective in urgent operational situations, use metrics while protecting user experience, communicate clearly about complex issues, and help structure a changing Financial Services Support team.
Nice To Haves
- Knowledge of banking or financial services.
- Experience in a SaaS or startup environment.
- Experience managing a primarily remote team.
- Experience collaborating with Product, Tech, Operations, or external partners.
- Use of AI to optimize work tasks.
Responsibilities
- Manage and support a team of 6 to 12 agents under the supervision of the Senior Team Lead Support Financial Services, supporting their work, development, and professional wellbeing.
- Hold team meetings and monitor daily workload.
- Help agents manage tickets, priorities, and complex situations.
- Review or listen to customer conversations, provide constructive feedback, and coach or train team members where needed; monitor their progress.
- Monitor team performance and quality indicators, including first-response time, intermediate response time, resolution time, customer satisfaction, and volume handled.
- Ensure new tickets are handled appropriately and requests in progress are followed up.
- Participate in operational management routines, including workload monitoring, prioritization, identifying alerts, and coordinating with other Support teams.
- Prepare and adjust schedules, anticipate absences, organize queue coverage and on-call coverage, and balance workload; raise staffing needs or required decisions to the Senior Team Lead.
- Occasionally handle urgent or complex requests involving Pro Account services, cards, transfers, collections, or capital deposits, and route or escalate requests when needed.
- Work with other frontline managers to share practices, coordinate priorities, and maintain management continuity.
- Coordinate with Technical Support, Product, Tech, Operations, outsourced Level 1 Support providers, and banking partners to share priorities, surface issues, manage escalations, and ensure continuity of support.
- Raise issues related to banking products, processes, or response times from external partners.
- Identify and propose improvements to support processes, tools, documentation, and ways of working, and contribute to implementing prioritized improvements.
- Create activity action plans when needed.
- Contribute the team’s operational perspective to occasional cross-functional projects.
Benefits
- Health insurance through Alan Blue and Alan Mind.
- Meal vouchers via a Swile card.
- Between 6 and 12 additional RTT days, in addition to five weeks of paid vacation.
- Access to Busuu to improve English.
- A monthly budget to support working from home or from a coworking space.
- Access to the company’s Paris offices, located near Saint-Lazare.
- BSPCE equity compensation.
- Access to 8,000 gyms across France and more than 300 wellness activities through Gymlib.
- A Mac computer.
- Company sports and regular events, including Tech Days every three months for remote employees and an annual company seminar.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
