Associate Team Lead, Financial Services Support

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🔥 0 minutes ago

🇫🇷 France – Remote

⏰ Full Time

🟠 Senior

💸 Financial Planning and Analysis (FP&A)

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.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

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 daily workload • Support agents with their tickets, priorities, and complex cases • Conduct conversation reviews or analyses and provide constructive feedback • Monitor performance and quality metrics, including first response time, intermediate response time, resolution time, customer satisfaction, and volume handled • Participate in operational review meetings, request prioritization, alert identification, and coordination with Support teams • Escalate issues related to banking products, processes, or external partner timelines • Contribute to improving processes, documentation, and internal tools • Manage a team of 6 to 12 agents under the supervision of the Senior Team Lead, Financial Services Support • Provide individual support through coaching, training, and progress tracking • Ensure support performance and quality metrics are met • Organize schedules, anticipate absences, and ensure coverage for queues and on-call shifts • Occasionally handle urgent or complex requests involving Pro Accounts, cards, transfers, collections, or capital deposits • Collaborate with managers, Technical Support, Product, Tech, Operations, BPOs, and banking partners, particularly Swan • Identify and implement improvements to processes, tools, documentation, and ways of working • Establish action plans as needed

🎯 Requirements

• Minimum two-year or three-year post-secondary degree in banking, management, or an equivalent field • At least 2 years of experience working within a Support team • At least 2 years of experience in people management or team support • Strong analytical, decision-making, and problem-solving skills • Excellent communication and collaboration skills, with assertiveness and diplomacy • Enjoyment of giving feedback, teaching, and providing individual support • Comfortable using ticketing and documentation tools, particularly Intercom and Notion • Professional English proficiency, minimum B2 level, both written and spoken • Ability to adapt to a fast-changing environment • Strong service orientation and focus on the user experience • Right to work in France required; Pennylane does not currently sponsor visa applications

🏖️ Benefits

• Alan Blue and Alan Mind health insurance • Meal vouchers via Swile Card • 6 to 12 additional RTT days, in addition to 5 weeks of paid annual leave • Opportunity to improve your English with Busuu • Monthly allowance for working from home or from a coworking space • BSPCE equity package • Access to 8,000 gyms in France and more than 300 wellness activities through Gymlib • Company-provided Mac • Company events, including quarterly Tech Days and an annual retreat • An inclusive, supportive work environment conducive to personal and professional growth

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