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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 neobank, online bank, or traditional bank. Must understand banking systems, have B2B support experience, speak English, and be available for rotating customer-focused hours. Remote from Bordeaux/France with 2 days per month in Paris.

Required languages

English

What you'll do

  • Act as a business-domain and platform expert for Pennylane customers using the product for accounting and financial management.
  • Serve as the central relay point between customer executives, their in-house accountants, and the Support team.
  • Stay in 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, vision, and different departments during onboarding.
  • Identify stakeholders and collaborate effectively within the team and across departments.
  • Start handling customer requests related to financial services by receiving, qualifying, and answering them quickly and effectively.
  • Gain autonomy and fully manage the customer portfolio after 4 to 6 months.
  • Handle increasingly complex customer requests.
  • 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 patterns and share structured feedback with product teams.
  • Become a product expert and improve team efficiency by identifying improvement areas.
  • Own and successfully lead projects that matter to the role holder and support their growth.

What they require

  • Several years of experience in a neobank, 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, such as internal consulting.
  • Available for rotating hours adapted to customer needs.
  • Preferred: Interest in technology, especially knowledge of current FinTech products on the market.
  • Speak English; level is assessed and valued according to 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 actions with strong business impact in daily work.

Benefits

  • Remote work possible with 2 days of travel per month to Paris offices, expenses covered.
  • High-quality health insurance: Alan Blue and Alan Mind.
  • Restaurant 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 budget for all Pennylaners to support working from home or coworking spaces.
  • Easy access to offices located near Saint Lazare in central Paris.
  • BSPCE equity package.
  • Access to 8000 gyms across France and more than 300 wellbeing activities through Gymlib.
  • Mac computer.
  • Regular sports activities together.
  • Company events such as Tech Days every 3 months for remote Pennylaners.
  • Annual company seminar.
  • Inclusive, supportive 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

Apply routeDom
Salary not disclosed