Associate Team Lead – Financial Services Support

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

📋 Description

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

• Facilitate team meetings and supervise the daily workload.

• Assist agents with their ticket handling, prioritization, and intricate situations.

• 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 managed.

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

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

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

• Organize schedules, anticipate absences, and ensure coverage for queues and support shifts.

• Occasionally address urgent or complex requests concerning Pro Accounts, cards, transfers, collections, or capital deposits.

• Work in collaboration with Technical Support, Product, Tech, Ops, BPO, and banking partner teams, especially Swan.

• Implement action plans as needed.

⛳️ Requirements

• A minimum of a two-year or three-year 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 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 personal development.

• Proficiency in ticketing and documentation tools, particularly Intercom or Notion.

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

• Ability to thrive in a rapidly changing environment.

• A strong service-oriented mindset with a focus on user experience.

• Must be authorized to work in France; Pennylane does not currently provide visa sponsorship.

🏝️ Benefits

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

• Meal vouchers (Swile card).

• An additional 6 to 12 RTT days on top of 5 weeks of paid leave.

• The chance to enhance your English skills with Busuu.

• A monthly budget to facilitate working from home or in a coworking space.

• A BSPCE equity package.

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

• A Mac for work purposes.

• Company events, including quarterly Tech Days and an annual off-site gathering.