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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 B2B support experience, handle daily client calls, and speak English. Remote from Rouen with 2 days per month in Paris.

Required languages

English

What you'll do

  • Act as a business and platform expert for clients using Pennylane as their central accounting and financial management software.
  • Serve as the main contact for clients and their accountants across the customer experience.
  • Act as the central relay between client executives, their internal accountants, and the Support team.
  • Maintain daily contact 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 continuously train 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 across departments during the first 3 months.
  • Start responding to customer requests related to financial services by receiving, qualifying, and answering them quickly and effectively during the first 3 months.
  • Gain autonomy and fully take ownership 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 resources to develop customer autonomy.
  • Share accounting knowledge and field experience with colleagues.
  • Represent the customer's voice and usage, and share structured feedback with product teams.
  • Become a product expert and improve team efficiency by identifying improvement areas.
  • Lead projects that matter to you and help you progress.

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 clients.
  • Preferred: Direct work with executives is a plus, for example internal consulting.
  • Available for rotating hours adapted to client needs.
  • Preferred: Interest in technology is a plus, especially knowledge of current fintech products on the market.
  • Speak English; level is assessed and evaluated 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 work possible 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.
  • Possibility to improve English through Busuu.
  • Monthly dedicated budget for all Pennylaners to support working from home or from 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.
  • Regular company sports and events, including Tech Days every 3 months for remote Pennylaners and an annual company seminar.
  • Inclusive, caring work environment in offices and remote.

Pennylane

French company providing accounting and financial management software

🇫🇷 FranceFintechEnterprisepennylane.com/fr/

What people say about this company

3.2/ 5

Details

Apply routeDom
Salary not disclosed