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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 of experience in a neobank, online bank, or traditional bank. Must understand banking systems well, have prior B2B support experience, speak English, and be able to handle daily client phone calls and rotating hours. Role is remote from Lyon 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 client executives, their in-house accountants, and the Support team.
  • Maintain daily contact with users and understand the problems they encounter.
  • Investigate customer issues and provide answers or solutions.
  • 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, vision, and different departments during the first 3 months.
  • Identify stakeholders and collaborate effectively within the team and with other 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 charge of a 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's 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 progress.

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 conversations with customers.
  • Preferred: Direct work with company executives is a plus, such as internal consulting.
  • Available for rotating schedules adapted to customer needs.
  • Preferred: Interest in technology, especially knowledge of current FinTech products on the market.
  • Must speak English; level is assessed and valued 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 open 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 near 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.
  • Regular company events such as Tech Days, allowing remote Pennylaners to meet every 3 months.
  • Annual company seminar.

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