Associate Team Lead – Customer Support

🔥 1 minute ago

🇫🇷 France – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Pennylane

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2020

☁️ SaaS

💳 Fintech

🤝 B2B

SaaS • Fintech • B2B

Pennylane is a French SaaS platform that centralizes financial management, accounting, invoicing, expense management, treasury and business banking features for small and medium-sized businesses, independents and accounting firms. It provides an integrated dashboard, automated workflows, bank account and corporate cards, invoice and payment tools, and native integrations with accounting and payments partners to streamline bookkeeping and cashflow operations.

📋 Description

• Lead team meetings and monitor the daily workload. • Support 6 to 12 agents with their tickets, priorities, and complex situations. • Conduct conversation reviews and analyses, then provide constructive feedback. • Monitor performance and quality metrics, including first response time, resolution time, customer satisfaction, and ticket volume. • Participate in operational management, request prioritization, issue identification, and coordination with Support teams. • Escalate user pain points to the Product, Tech, and Operations teams. • Improve Support processes, documentation, tools, and ways of working. • Monitor individual performance reviews and support plans, provide coaching, and identify training needs. • Collaborate with N1 Support, Technical, Operations, Product, and Tech teams on cross-functional projects. • Occasionally handle urgent internal requests or complex Level 2 situations, and redirect or escalate them when necessary. • Share best practices with other Associate Team Leads. • Report to the N2 Support Team Lead.

🎯 Requirements

• Minimum two- or three-year post-secondary degree in accounting, management, or an equivalent field. • At least 1 year of experience in management or team coaching, ideally in a support environment. • Strong ability to analyze situations, make sound decisions, and propose practical solutions. • Excellent communication and collaboration skills, with assertiveness and diplomacy. • A strong interest in feedback, teaching, and individual coaching. • Comfortable using IT tools, particularly ticketing and documentation tools such as Intercom, Zendesk, or Notion. • Ability to adapt to a rapidly changing environment. • Strong service orientation and focus on the user experience. • Knowledge of accounting, prior support experience, SaaS or startup experience, remote team management, collaboration with Product/Tech/Operations teams, and experience using AI are valuable but not required. • English proficiency at a minimum B1 level is a plus but not required.