Associate Team Lead – Financial Services Support

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

📋 Description

• Oversee a team of 6–12 agents, reporting directly to the Senior Team Lead, Financial Services Support.

• Facilitate team meetings and supervise daily workloads.

• Assist agents with their tickets, prioritize tasks, and navigate complex situations.

• Perform conversation reviews or analyses and offer constructive feedback.

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

• Engage in operational review meetings to prioritize requests, identify alerts, and coordinate with Support teams.

• Address pain points concerning banking products, processes, or partner turnaround times.

• Play a role in enhancing processes, documentation, and internal tools.

• Prepare and modify schedules, foresee absences, and manage queue and on-call coverage.

• Step in as necessary to address urgent or complex inquiries related to Pro Accounts, cards, transfers, collections, and capital deposits.

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

• Propose and assist in implementing improvements for Support.

⛳️ Requirements

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

• At least 1 year of experience in management or team support, preferably within a Support environment.

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

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

• A genuine interest in feedback, coaching, and one-on-one support.

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

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

• Capability to adapt to a rapidly changing environment.

• Strong service orientation with a focus on enhancing user experience.

• Must be authorized to work in France; Pennylane does not sponsor visas currently.

• Experience in banking knowledge, Support, SaaS/start-up, remote management, collaboration with Product/Tech/Operations/external partners, and familiarity with AI is a plus but not mandatory.

🏝️ Benefits

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

• Meal vouchers (Swile card).

• 6–12 additional RTT days on top of 5 weeks of paid vacation.

• Opportunities to enhance your English skills with Busuu.

• A dedicated 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 your use.

• Company events, including Tech Days every three months and an annual retreat.

• An inclusive and supportive work environment that fosters personal and professional growth.