Associate Team Lead – Financial Services Support, N2

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

📋 Description

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

• Facilitate team meetings and oversee the daily workload.

• 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 the volume of tickets managed.

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

• Address issues related to banking products, processes, or delays from external partners.

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

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

• Occasionally manage urgent or complex requests regarding business accounts, cards, transfers, collections, and capital deposits.

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

• Execute action plans when 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.

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

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

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

• A passion for providing feedback, teaching, and offering one-on-one support.

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

• Professional English language skills, with a minimum B2 level in both written and spoken forms.

• Capability to adjust to a rapidly changing environment.

• A strong customer service orientation and focus on enhancing the user experience.

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

• Experience in banking, SaaS/start-up environments, remote team management, collaboration with Product/Tech/Operations teams, and external partners, as well as familiarity with AI, are beneficial but not mandatory.

🏝️ Benefits

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

• Meal vouchers (Swile card).

• An additional 6 to 12 RTT days on top of 25 days of paid vacation.

• The chance to enhance your English skills through Busuu.

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

• A BSPCE equity package.

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

• A Mac for your work.

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