Associate Team Lead, Financial Services Support

This is a fully remote position, open to applicants in France.

📋 Description

• Facilitate team meetings and oversee daily workloads.

• Assist agents with their tickets, prioritization, and intricate cases.

• Perform conversation reviews or analyses and offer constructive feedback.

• Track performance and quality metrics, such as first response time, intermediate response time, resolution time, customer satisfaction, and volume managed.

• Engage in operational review meetings, request prioritization, alert identification, and collaboration with Support teams.

• Elevate issues concerning banking products, processes, or timelines from external partners.

• Aid in enhancing processes, documentation, and internal tools.

• Supervise a team of 6 to 12 agents under the guidance of the Senior Team Lead, Financial Services Support.

• Offer individual assistance through coaching, training, and monitoring progress.

• Ensure that support performance and quality metrics are achieved.

• Organize schedules, foresee absences, and guarantee coverage for queues and on-call shifts.

• Occasionally manage urgent or complicated requests related to Pro Accounts, cards, transfers, collections, or capital deposits.

• Collaborate with managers, Technical Support, Product, Tech, Operations, BPOs, and banking partners, especially Swan.

• Recognize and implement enhancements to processes, tools, documentation, and work methodologies.

• Develop action plans as necessary.

⛳️ Requirements

• A minimum of a two-year or three-year post-secondary degree in banking, management, or a related field.

• At least 2 years of experience in a Support team environment.

• A minimum of 2 years of experience in people management or team support.

• Strong analytical, decision-making, and problem-solving capabilities.

• Exceptional communication and collaboration abilities, exhibiting assertiveness and diplomacy.

• Passion for providing feedback, teaching, and offering individualized support.

• Proficient in using ticketing and documentation tools, particularly Intercom and Notion.

• Professional proficiency in English, at least at a B2 level, both written and spoken.

• Capability to adapt to a rapidly changing environment.

• Strong service orientation with a focus on user experience.

• Right to work in France is mandatory; Pennylane currently does not sponsor visa applications.

🏝️ Benefits

• Alan Blue and Alan Mind health insurance.

• Meal vouchers through Swile Card.

• An additional 6 to 12 RTT days, in addition to 5 weeks of paid annual leave.

• Opportunity to enhance your English skills with Busuu.

• Monthly allowance for remote work or coworking space usage.

• BSPCE equity package.

• Access to 8,000 gyms in France and over 300 wellness activities through Gymlib.

• Company-provided Mac.

• Company events, including quarterly Tech Days and an annual retreat.

• A welcoming and supportive work environment that fosters personal and professional development.