Financial Support Services Specialist

Role Overview

• As a Financial Support Services Specialist, you act as both a domain and platform expert.
• You are the primary contact for our client base who have chosen Pennylane as the core software for their accounting and financial management.
• You are therefore at the heart of the 360° customer experience and help clients and their accountants leverage the full power of Pennylane to support their growth.
• As a member of the application and technical support team, you serve as 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 the user, or when necessary, escalate the issue to the technical teams.
• You will join the CSM Academy and continuously train on the product and the team’s processes.
• You will learn everything there is to know about our company, our vision, and our various departments.
• You will begin handling customer requests related to our financial services: you receive requests, qualify them, and deliver fast, impactful responses.
• You will gain autonomy and take full ownership of your client portfolio.
• You will contribute to creating and updating customer help materials to increase client autonomy.
• You will become a product expert and help your team gain efficiency by identifying areas for improvement.
• You will take ownership of and drive to success projects that matter to you and support your professional growth.

Requirements

• Several years of experience at a neobank, online bank, or traditional bank.
• Excellent understanding of the banking system.
• Previous B2B support experience required.
• Comfortable with daily phone interactions with clients.
• Experience working directly with company leaders (e.g., internal advisory) is a plus.
• Available for flexible/rotating hours to meet client needs.
• Interest in technology is a plus, including familiarity with current FinTech products on the market.

Benefits

• One of the best health plans on the market (Alan Blue and Alan Mind)
• Meal vouchers (Swile card)
• Between 6 and 12 additional RTT days on top of 5 weeks of paid vacation
• Opportunity to improve your English with Busuu
• A monthly allowance to support remote work or coworking
• Easy access to our offices, located a few minutes from Saint-Lazare in central Paris
• An allocation of BSPCE (employee share warrants / equity package)
• Access to 8,000 gyms across France and 300+ well-being activities through our partner Gymlib
• A Mac (company laptop)
• We do many sports together and prioritize regular company events such as Tech Days (which bring remote Pennylaners together every three months) and our annual company retreat, which fosters strong team cohesion for everyone.