Associate Team Lead – Financial Services Support

🔥 32 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 6–12 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 situations • Conduct conversation reviews or analyses and provide constructive feedback • Monitor performance and quality metrics, including response time, resolution time, customer satisfaction, and ticket volume • Participate in operational review meetings, prioritize requests, identify alerts, and coordinate Support teams • Escalate pain points related to banking products, processes, or partner turnaround times • Contribute to improving processes, documentation, and internal tools • Prepare and adjust schedules, anticipate absences, and organize queue and on-call coverage • Step in as needed to handle urgent or complex requests relating to Pro Accounts, cards, transfers, collections, and capital deposits • Collaborate with frontline managers, Technical Support, Product, Tech, Operations, BPO providers, and banking partners, particularly Swan • Suggest and help implement Support improvements

🎯 Requirements

• Minimum two- or three-year post-secondary degree in banking, management, or an equivalent field • At least 1 year of experience in management or team support, ideally in a Support environment • Strong analytical, decision-making, and problem-solving skills • Excellent communication and collaboration skills, with assertiveness and diplomacy • An interest in feedback, coaching, and one-to-one 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 • Authorized to work in France; Pennylane does not currently sponsor visas • Banking knowledge, Support, SaaS/start-up, remote management, collaboration with Product/Tech/Operations/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) • 6–12 additional RTT days in addition to 5 weeks of paid vacation • The opportunity to improve your English with Busuu • A dedicated monthly budget to support working from home or in 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 Tech Days every three months and an annual retreat • An inclusive, supportive work environment that encourages personal and professional growth

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