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Pennylane

Financial Services Support Specialist

RemoteFrance only
Published
Role
Support
Employment
Full-time
Company size
Enterprise
Salary not disclosed
Check eligibility

Open to FR only. Set where you work from to check your eligibility.

No BS summary

Support specialist with several years in a neo-bank, online bank, or traditional bank. Must understand banking systems, have prior B2B support experience, speak English, and be able to work rotating hours. Role is remote from Lille with 2 days per month in Paris.

Required languages

English

What you'll do

  • Act as a business and platform expert for customers using Pennylane as their central accounting and financial management software.
  • Serve as the central relay point between customer executives, their internal accountants, and the Support team.
  • Interact daily with users and understand the problems they encounter.
  • Investigate customer issues and provide an answer or solution.
  • Escalate issues to technical teams when necessary.
  • Join the CSM Academy and train continuously on the product and team processes during the first 3 months.
  • Learn about the company, its vision, and departments during the first 3 months.
  • Identify stakeholders and collaborate effectively within the team and with other departments during the first 3 months.
  • Start answering customer requests related to financial services by receiving, qualifying, and providing quick, impactful responses.
  • Gain autonomy and fully take control of the customer portfolio after 4 to 6 months.
  • Handle increasingly complex customer requests after 4 to 6 months.
  • Contribute to creating and updating customer help materials to increase customer autonomy.
  • Share accounting knowledge and field experience with colleagues.
  • Represent the customer voice and usage, and share structured feedback with product teams.
  • Become a product expert and improve team efficiency by identifying improvement areas.
  • Take ownership of and successfully lead projects that matter to you and help you grow.

What they require

  • Several years of experience in a neo-bank, online bank, or traditional bank.
  • Excellent understanding of the banking system.
  • Previous B2B support experience required.
  • Comfortable with daily phone exchanges with customers.
  • Preferred: Direct work with company executives is a plus, for example internal consulting.
  • Available for rotating hours adapted to customer needs.
  • Preferred: Interest in technology, including knowledge of current fintech products on the market.
  • Must speak English; level is assessed and appreciated depending on the department applied to.
  • Enjoy working in a constantly changing environment.
  • Make collaboration a priority within the team or with other stakeholders.
  • Have enough perspective to prioritize high-business-impact actions in daily work.

Benefits

  • Remote position with 2 days of travel to Paris offices per month, expenses covered.
  • Health insurance among the best on the market: Alan Blue and Alan Mind.
  • Meal vouchers via Swile card.
  • Between 6 and 12 additional RTT days on top of 5 weeks of paid vacation.
  • Ability to improve English through Busuu.
  • Monthly budget for all Pennylaners to support working from home or a coworking space.
  • Easy access to offices located a few minutes from Saint Lazare in central Paris.
  • BSPCE equity package.
  • Access to 8000 gyms across France and more than 300 wellness activities through Gymlib.
  • Mac computer.
  • Company sports activities and regular company events such as Tech Days every 3 months for remote Pennylaners and an annual company seminar.
  • Inclusive, caring work environment in offices and remotely.

Pennylane

French company providing accounting and financial management software

🇫🇷 FranceFintechEnterprisepennylane.com/fr/

What people say about this company

3.2/ 5

Details

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Salary not disclosed