Key skills
Leadership
About this role
Role Overview
- You are the primary point of contact for our client base who have chosen Pennylane as the central software for their accounting and financial management.
- You are in daily contact with users and seek to understand the issues they encounter.
- After investigation, your goal is to provide an answer or solution to your contact, or when necessary, escalate the issue to the technical teams.
- You join the CSM Academy and continuously train on the product and the team’s operations.
- You learn everything you need to know about our company, our vision, and our various departments.
- You learn to identify all stakeholders and to collaborate effectively within your team and with other departments.
- You begin handling client requests related to our financial services: you receive requests, qualify them, and provide quick, impactful responses.
- You take full ownership of your client portfolio and begin managing increasingly complex client requests.
- You contribute to creating and updating client support materials to help develop their autonomy.
Requirements
- Several years of experience at a neobank, an online bank, or a traditional bank.
- Excellent understanding of the banking system.
- Previous experience in B2B support required.
- Comfortable with daily phone interactions with clients.
- Direct experience working with company leadership is a plus (e.g., internal advisory).
- Available to work flexible/rotating hours to meet client needs.
- Interest in technology is a plus, particularly familiarity with current FinTech products on the market.
Benefits
- Comprehensive health insurance among the best on the market (Alan Blue and Alan Mind)
- Meal vouchers (Swile card)
- Between 6 and 12 additional time-off days (RTT) in addition to 5 weeks of paid vacation
- Opportunity to improve your English with Busuu
- A monthly allowance for all Pennylaners to support working from home or from a coworking space
- Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris
- BSPCE equity package (stock options)
- Access to 8,000 gyms across France and over 300 wellness activities through our partner Gymlib
- A Mac
- We do many sports together and are committed to meeting regularly at company events such as Tech Days (which allow remote Pennylaners to gather every three months) and our annual company retreat, which fosters strong team cohesion.