Customer Support & Accounting Operations Specialist

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

📋 Description

• Serve as a subject-matter and platform expert for clients utilizing Pennylane, an accounting and financial management software.

• Act as the intermediary between customer business leaders, internal accountants, and accounting firms.

• Analyze and troubleshoot issues faced by users.

• Provide solutions or escalate issues to technical teams when necessary.

• Assist both in-house and firm-based accountants in integrating their data into Pennylane to streamline migration.

• Continuously enhance knowledge of the product, the organization, and its various departments.

• Receive and evaluate accounting-related requests, delivering prompt and relevant responses.

• Monitor tickets until they reach complete resolution.

• Manage customer inquiries of increasing complexity.

• Develop and revise help resources to encourage customer self-sufficiency.

• Share accounting expertise and practical experience with team members.

• Communicate well-founded customer feedback to product teams.

• Identify opportunities for improvement and spearhead enhancement projects.

⛳️ Requirements

• Accounting qualification (BTS CGO, DCG, BTS Assistant de Gestion PME-PMI, Master CCA, or Bachelor's degree in Administrative and Accounting Management).

• A minimum of 3 years' experience in an accounting firm, ideally including at least three tax reporting periods.

• Direct experience working with a business leader is an advantage.

• Interest in innovative work tools and emerging technologies.

• Self-motivated with the ability to independently resolve problems and find solutions.

• Familiarity with Pennylane is advantageous.

• Professional proficiency in English.

• Excellent written communication skills with the ability to clearly explain concepts.

• Capacity to understand and respond to customer needs, deliver exceptional service, and maintain strong relationships.

• Ability to work independently as well as collaboratively within a team.

• Adaptability to swift product changes.

• Willingness to learn and keep abreast of product developments.

• Must possess the right to work in France; visa sponsorship is not available at this time.

🏝️ 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.

• Opportunities to enhance your English through Busuu.

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

• Easily accessible office locations just minutes away from Saint-Lazare station in Paris.

• BSPCE equity package.

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

• Mac computer.

• Participation in company events, quarterly Tech Days, and an annual off-site.

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