Associate Team Lead – Financial Services Support

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

📋 Description

• Facilitate team meetings and oversee the daily workload.

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

• Perform conversation reviews or analyses and deliver constructive feedback.

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

• Engage in operational management routines, prioritize requests, and coordinate with Support teams.

• Address issues related to banking products, processes, or external partner timelines.

• Contribute to the enhancement of processes, documentation, and internal tools.

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

• Provide tailored support to team members through feedback, coaching, and training.

• Ensure that support performance and quality objectives are achieved.

• Organize and adjust schedules, anticipate absences, and arrange coverage for queues and on-call shifts.

• Occasionally manage urgent or complex requests related to Business Accounts, cards, transfers, payment collection, and capital deposits.

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

• Suggest and enact improvements to processes, tools, documentation, and methodologies.

• Execute action plans when necessary.

⛳️ Requirements

• A two-year or three-year higher education degree in banking, management, or a related field.

• A minimum of 2 years of experience in a Support team.

• At least 2 years of experience in people management or team coaching.

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

• Excellent communication and collaboration skills, demonstrating assertiveness and diplomacy.

• A keen interest in feedback, coaching, and individual development.

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

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

• Ability to thrive in a fast-paced environment.

• Strong service orientation with a focus on user experience.

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

🏝️ Benefits

• One of the top health insurance plans available (Alan Blue and Alan Mind).

• Meal vouchers (Swile card).

• Between 6 to 12 additional RTT days in addition to 5 weeks of paid vacation.

• Opportunity to enhance your English skills with Busuu.

• A monthly allowance to facilitate remote work or coworking space utilization.

• BSPCE stock options.

• Access to 8,000 gyms across France and over 300 wellness activities via Gymlib.

• A Mac computer.

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

• An inclusive, supportive work environment that promotes personal and professional development.