Associate Team Lead – Customer Support

🕒 October 19

🇫🇷 France – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 13%

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Pennylane

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💸 Finance

🏢 Enterprise

Finance • Enterprise

Pennylane is a company that provides financial and accounting services. It serves businesses by integrating financial management tools and offering a comprehensive platform that combines financial data and accounting services to streamline business 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.

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