Support Specialist — Accounting & Financial Operations

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

📋 Description

• In the role of Support Specialist for Accounting & Financial Operations, you will serve as a subject-matter and platform authority.

• You will be the main point of contact for our customer base utilizing Pennylane as their primary accounting and financial management software.

• As part of the Application and Accounting Technical Support team, you will act as the essential link between our clients (company leaders), their in-house accountants, and accounting firms.

• You will interact with users daily to comprehend the challenges they face.

• After your investigation, your objective is to deliver answers or solutions to users, or escalate issues to the technical teams when necessary.

• Additionally, you will assist company and firm accountants in importing their data into Pennylane to ensure a smooth migration process.

• You will participate in the Pennylane Academy to receive training on the product and the team's procedures.

• You will learn to identify all stakeholders and collaborate efficiently within your team and across other departments.

• You will begin to address accounting-related requests: receiving them, qualifying them based on a robust understanding of accounting principles, and providing prompt, impactful responses.

• You will develop autonomy and take full ownership of cases, ensuring proper follow-up on requests until tickets are completely resolved to guarantee user satisfaction.

• You will start managing increasingly complex customer inquiries.

• You will contribute to the creation and updating of customer-facing help materials, enhancing client autonomy.

• You will share your accounting expertise and field experiences with colleagues.

• You will represent the customer's viewpoint and offer constructive feedback to the product teams.

⛳️ Requirements

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

• A minimum of 3 years of experience in an accounting firm (preferably having completed at least three fiscal closing cycles).

• Experience working directly with company leaders is advantageous (e.g., in-house advisory roles).

• A keen interest in innovative tools and emerging technologies.

• Ability to work autonomously and solve problems independently.

• Familiarity with Pennylane is a plus.

• Proficient level of English.

• Strong written communication abilities and a pedagogical approach for clear and professional interaction with users.

• Capacity to understand and address client needs, provide excellent service, and maintain positive client relationships.

• Ability to work both independently and collaboratively within a team.

• Flexibility to adapt to the rapid evolution of tools.

• Eagerness to learn and stay updated on product developments.

🏝️ 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 5 weeks of paid vacation.

• Opportunities to enhance your English skills through Busuu.

• A monthly budget allocated for all Pennylaners to support remote work or coworking spaces.

• Convenient access to our offices, situated just a few minutes from Saint-Lazare in central Paris.

• BSPCE allocation (stock options).

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

• A Mac.

• We engage in various sports together and prioritize regular meetups at company events such as Tech Days (which connect remote Pennylaners every 3 months) and our annual company seminar, both fostering strong team cohesion.