Customer Support, Operations & Accounting Specialist

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

📋 Description

• Serve as a subject-matter expert and platform authority for clients utilizing Pennylane.

• Act as the intermediary between client business owners, their internal accountants, and accounting firms.

• Investigate and comprehend the challenges users face on a daily basis.

• Offer solutions or answers and escalate concerns to technical teams when required.

• Assist in-house and accounting firm accountants in importing their data into Pennylane to ensure smooth migration.

• Complete training at Pennylane Academy and continuously enhance your knowledge of the product and team.

• Receive, assess, and resolve accounting-related inquiries.

• Monitor tickets until full resolution is achieved.

• Manage increasingly complicated customer requests.

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

• Share accounting expertise and practical experience with team members.

• Provide product teams with well-organized feedback regarding customer usage.

• Identify opportunities for improvement and lead initiatives that enhance team efficiency.

⛳️ Requirements

• Accounting qualification (BTS CGO, DCG, BTS Assistant Manager for Small and Medium-Sized Businesses, Master’s in Accounting, Control and Audit, or Bachelor’s degree in Administrative and Accounting Management).

• Minimum of 3 years’ experience in an accounting firm, preferably including at least three busy-season tax periods.

• Direct experience collaborating with business owners is advantageous.

• Interest in innovative work tools and emerging technologies.

• Self-driven, capable of troubleshooting independently and devising solutions.

• Familiarity with Pennylane is an advantage.

• Professional proficiency in English.

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

• Ability to comprehend and address customer needs while providing outstanding service.

• Capability to work autonomously and as part of a team.

• Adaptability to swift product changes.

• Willingness to learn and stay informed about product updates.

• Residence in Europe is required; Pennylane does not offer visa sponsorship and does not hire candidates outside of Europe.

• Comfortable using ticketing tools (Intercom, Zendesk) and documentation tools (Notion).

🏝️ Benefits

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

• Meal vouchers (Swile card).

• An additional 6 to 12 days off under the RTT scheme, in addition to 5 weeks of paid vacation.

• Opportunities to enhance your English skills with Busuu.

• A monthly allowance for remote work or for using coworking spaces.

• BSPCE equity options.

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

• A Mac computer.

• Participation in company events, including Tech Days every three months and an annual company seminar.

• An inclusive and supportive work environment.