About this role
Role Overview
- As a Financial Services Support Specialist, you position yourself as a business and platform expert.
- You are the primary contact for our client base that has chosen Pennylane as the central software for their accounting and financial management.
- You are therefore at the heart of the 360° customer experience, helping clients and their accountants take full advantage of Pennylane to support their growth.
- You are the central liaison between our client executives, their in-house accountants, and the Support team.
- You are in daily contact with users and work to understand the issues they encounter.
- After investigation, your goal is to provide an answer or solution to your interlocutor, or, when necessary, to escalate the issue to the technical teams.
- You join the CSM Academy and engage in continuous training on the product and team processes.
- You learn to identify all stakeholders and to collaborate effectively within your team and with other departments.
- You begin responding to client requests related to our financial services: you receive requests, qualify them, and provide quick, impactful responses.
- You gain autonomy and take full ownership of your client portfolio.
- You contribute to creating and updating client-facing help materials to increase their self-sufficiency.
- You share your accounting knowledge and field experience with colleagues.
- You advocate for the client and share well-founded feedback with the product teams.
- You become a product expert and increase your team’s efficiency by identifying areas for improvement.
Requirements
- Several years' experience at a neobank, online bank, or traditional bank.
- Strong understanding of the banking system.
- Previous B2B support experience required.
- Comfortable with daily phone interactions with clients.
- Direct work with company leaders is a plus (e.g., internal advisory).
- Available for flexible/rotating hours to meet client needs.
- Interest in technology is a plus, particularly familiarity with current Fintech products on the market.
Benefits
- Top-tier health insurance (Alan Blue and Alan Mind)
- Meal vouchers (Swile card)
- Between 6 and 12 additional RTT days in addition to 5 weeks of paid vacation
- Opportunity to improve your English via Busuu
- Monthly allowance for all Pennylaners to support working from home or in coworking spaces
- Easy access to our offices, located a few minutes from Saint-Lazare in central Paris
- BSPCE equity grant
- Access to 8,000 gyms across France and more than 300 wellness activities via our partner Gymlib
- A Mac
- We practice many sports together and regularly come together for company events such as Tech Days (which bring remote Pennylaners together every three months) and our annual company seminar, which fosters strong moments of cohesion for everyone.