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 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 metrics, including first response time, intermediate response time, resolution time, customer satisfaction, and ticket volume handled • Participate in operational management routines, request prioritization, and coordination with Support teams • Escalate pain points 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 to team members through feedback, coaching, and training • Ensure support performance and quality targets are met • Prepare and adjust schedules, anticipate absences, and organize coverage for queues and on-call shifts • Occasionally handle urgent or complex requests related to Business Accounts, cards, transfers, payment collection, and capital deposits • Collaborate with frontline managers, Technical Support, Product, Tech, Operations, BPO, and banking partners, particularly Swan • Propose and implement improvements to processes, tools, documentation, and ways of working • Implement action plans when necessary

🎯 Requirements

• At least a two-year or three-year higher-education degree in banking, management, or an equivalent field • At least 2 years of experience working in a Support team • At least 2 years of experience in people management or team coaching • Strong analytical, decision-making, and problem-solving skills • Excellent communication and collaboration skills, with assertiveness and diplomacy • A strong interest in feedback, coaching, and individual development • 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 a focus on the user experience • Right to work in France required; Pennylane does not currently sponsor visa applications

🏖️ 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 5 weeks of paid vacation • The opportunity to improve your English with Busuu • A monthly allowance to support working from home or from a coworking space • BSPCE stock options • Access to 8,000 gyms across France and more than 300 wellness activities through Gymlib • A Mac computer • Company events, including quarterly Tech Days and an annual company retreat • An inclusive, supportive work environment that fosters personal and professional growth

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