Associate Team Lead – Financial Services Support

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

📋 Description

• Facilitate team meetings and oversee daily workload management.

• Assist agents with their tickets, prioritization, and handling of complex cases.

• Perform conversation reviews or analyses and offer constructive feedback.

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

• Engage in operational reviews, prioritize requests, identify issues, and coordinate with Support teams.

• Address concerns related to banking products, processes, or response times from external partners.

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

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

• Provide personalized assistance through coaching, training, and progress monitoring.

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

• Occasionally manage urgent or complex inquiries related to Business Accounts, cards, transfers, collections, or capital deposits.

• Collaborate with Technical Support, Product, Tech, Operations, BPO, and banking partner teams, notably Swan.

• Suggest and implement enhancements to processes, tools, documentation, and workflows.

• Execute activity action plans when necessary.

⛳️ Requirements

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

• At least 2 years of experience working within a Support team.

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

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

• Excellent communication and collaboration skills, coupled with assertiveness and diplomacy.

• Passion for providing feedback, teaching, and delivering individual support.

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

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

• Capacity to adjust to a rapidly changing environment.

• Strong service orientation and a focus on enhancing the user experience.

🏝️ Benefits

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

• Meal vouchers (Swile card).

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

• An opportunity to enhance your English skills with Busuu.

• A monthly budget to support remote work or coworking space expenses.

• An equity grant in the form of BSPCE.

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

• A Mac for your work needs.

• Company events, including Tech Days every 3 months for remote employees, plus an annual off-site.

• An inclusive and supportive work environment.