Associate Team Lead - Customer Support (T2)

Summary

We are looking for an Associate Team Lead Level 2 Support / Level 2 Support Team Lead to join Pennylane's Level 2 Support team, serving business leaders and accounting firms.

Pennylane is a financial and accounting management platform that supports business leaders and accounting firms in their daily operations. The Level 2 Support team handles the most complex requests or those requiring in-depth business and product expertise, in coordination with Level 1 Support, Technical Support, Product, and Tech teams.

This role is a frontline management position: you will be the operational relay for the Level 2 Support Team Lead and will support a team of 6 to 12 agents daily, enabling them to respond to users with efficiency, quality, and empathy. You will also contribute to activity management, continuous improvement of support, and cross-functional projects.

Our Culture

Within the Support team, we value transparency, good atmosphere, mutual support, and resilience.

We stay close to the reality of our users, particularly business leaders and accounting professionals, in order to handle each request with business expertise, product mastery, and empathy. This approach aligns with Pennylane's culture of *Supporting SMEs* and proximity to users.

We encourage two-way feedback, individual development, and initiative. We value autonomy, responsibility, and trust, in the spirit of *Community of Builders* and *Radical Trust*.

In concrete terms, your day-to-day will look like this

• Lead team meetings and manage daily workload.

• Support agents with their tickets, priorities, and complex situations.

• Conduct call listening or conversation analysis to provide constructive feedback.

• Monitor team performance and quality indicators, such as first response time, resolution time, customer satisfaction, and volume of tickets handled.

• Participate in operational management rituals: workload monitoring, request prioritization, alert identification, and coordination with other Support teams.

• Report user pain points to the Product, Tech, or Ops teams.

• Contribute to improving internal processes, documentation, and tools.

Responsibilities

• Manage a team of 6 to 12 agents under the supervision of the Level 2 Support Team Lead, supporting them in their daily activities, professional growth, and development.

• Provide clear, regular, and transparent feedback, conduct call listening and conversation analysis, track performance reviews and individual development plans, propose coaching, and identify training needs.

• Monitor team indicators and contribute to the quality of support, particularly first response time, customer satisfaction, resolution time, volume handled, new ticket intake, and ongoing ticket follow-up.

• Participate in management rituals and the management of shared request queues, especially during on-call rotations, by identifying alerts and reporting needs for reinforcement or arbitration.

• Be proactive in optimizing Support processes, tools, documentation, and operating methods.

• Collaborate with Level 1 support teams, the technical team, operational teams, as well as product and tech teams, report user pain points, and contribute to cross-functional projects.

• Share best practices with other Associate Team Leads and contribute to maintaining fluid communication within the Support department.

• Occasionally handle urgent internal requests or complex situations requiring Level 2 Support expertise, knowing when to redirect or escalate as necessary.

This role is for you if

• You enjoy supporting a team and helping others grow.

• You can maintain perspective in sometimes urgent operational situations.

• You are comfortable with metrics, while always keeping the quality of the user experience in mind.

• You can communicate clearly, even when topics are complex.

• You want to contribute to structuring a Support team in a rapidly evolving environment.

Qualifications

• Associate's degree (Bac+2) or Bachelor's degree (Bac+3) or higher in accounting, management, or an equivalent field.

• At least 1 year of experience in management or team support, ideally in the support sector.

• Good ability to analyze situations, make measured decisions, and propose concrete solutions.

• Excellent communication and collaboration skills, with assertiveness and diplomacy.

• Enjoy providing feedback, teaching, and individual coaching.

• Proficiency with computer tools, particularly ticketing and documentation tools such as Intercom, Zendesk, or Notion.

• Ability to adapt to a rapidly changing environment.

• Service-oriented mindset and attention to user experience.

Nice to have

These elements are a plus, but not essential if you have a strong aptitude for support, frontline management, and product/business learning.

• Knowledge of accounting.

• Previous experience as an individual contributor within a Support team.

• Experience in a SaaS or startup environment.

• Experience managing a primarily remote team.

• Experience collaborating with Product, Tech, or Ops teams.

• English language proficiency at B1 level or higher.

• Use of AI to optimize tasks.

Practical arrangements

• You will report to the Level 2 Support Team Lead.

• The role combines frontline management, operational oversight, and occasional contribution to complex or urgent situations.

• The team primarily collaborates in French, with possible interactions in English depending on the topics and teams.

🇫🇷 Personal Data

Pennylane processes your data to manage your application and assess your suitability for the position. If your application is unsuccessful, your data may be retained for 2 years from our last exchange or the closing of the recruitment process, in order to build and manage a candidate pool. You may object at any time and request the deletion of your data by writing to:
Our data policy

🇬🇧 Personal Data

Pennylane processes your data to manage your application and assess your suitability for the position. If your application is unsuccessful, your data may be retained for 2 years from our last exchange or the closing of the recruitment process, in order to build and manage a candidate pool. You may object at any time and request the deletion of your data by writing to Learn more

🇩🇪 Personenbezogene Daten

Pennylane verarbeitet Ihre Daten, um Ihre Bewerbung zu bearbeiten und Ihre Eignung für die Stelle zu beurteilen. Sollte Ihre Bewerbung nicht erfolgreich sein, können Ihre Daten bis zu 2 Jahre ab unserem letzten Austausch oder dem Abschluss des Rekrutierungsverfahrens gespeichert werden, um einen Kandidatenpool aufzubauen und zu verwalten. Sie können jederzeit Widerspruch einlegen und die Löschung Ihrer Daten beantragen, indem Sie an Mehr erfahren

🇪🇸 Datos personales

Pennylane trata sus datos para gestionar su candidatura y evaluar su idoneidad para el puesto. En caso de que su candidatura no sea seleccionada, sus datos podrán conservarse hasta 2 años a partir de nuestro último contacto o de la finalización del proceso de selección, con el fin de constituir y gestionar una reserva de candidatos. Puede oponerse en cualquier momento y solicitar la eliminación de sus datos escribiendo a Más información

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