Associate Team Lead – Financial Services Support, N2

🔥 0 minutes ago

🇫🇷 France – Remote

⏰ Full Time

🟠 Senior

💸 Financial Planning and Analysis (FP&A)

👻 Ghost score 25%

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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

• Manage a team of 6 to 12 agents under the supervision of the Senior Team Lead, Financial Services Support • Lead team meetings and monitor the daily workload • Support agents with their tickets, priorities, and complex cases • Conduct conversation reviews or analyses and provide constructive feedback • Monitor performance and quality indicators, including first response time, intermediate response time, resolution time, customer satisfaction, and ticket volume handled • Participate in operational review meetings, prioritize requests, identify alerts, and coordinate Support teams • Escalate issues related to banking products, processes, or external partner delays • Contribute to improving processes, documentation, and internal tools • Organize schedules, anticipate absences, and ensure coverage for queues and on-call shifts • Occasionally handle urgent or complex requests concerning business accounts, cards, transfers, collections, and capital deposits • Collaborate with Technical Support, Product, Tech, Operations, BPO teams, and banking partners, particularly Swan • Implement action plans when necessary

🎯 Requirements

• Minimum two-year or three-year post-secondary degree in banking, management, or an equivalent field • At least 2 years of experience within a Support team • At least 2 years of experience in management or team coaching • Strong analytical, decision-making, and problem-solving skills • Excellent communication and collaboration skills, with assertiveness and diplomacy • Enjoyment of giving feedback, teaching, and providing one-on-one support • Comfortable using ticketing and documentation tools, particularly Intercom or Notion • Professional English proficiency, minimum B2 level, both written and spoken • Ability to adapt to a fast-changing environment • Strong customer-service mindset and a focus on the user experience • Right to work in France required; Pennylane does not currently sponsor visa applications • Banking knowledge, SaaS/start-up experience, remote team management, collaboration with Product/Tech/Operations teams and external partners, and experience using AI are advantageous but not required

🏖️ Benefits

• One of the best health insurance plans on the market (Alan Blue and Alan Mind) • Meal vouchers (Swile card) • 6 to 12 additional RTT days on top of 25 days of paid vacation • The opportunity to improve your English with Busuu • A monthly budget to support working from home or from a coworking space • A BSPCE equity package • Access to 8,000 gyms across France and more than 300 wellness activities through Gymlib • A Mac • Company events, including quarterly Tech Days and an annual company retreat

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