Technical Support • Lead

Who you are

You have a proven track record in technical support, with experience leading teams and managing large-scale operations. Your strategic thinking and vision-setting abilities allow you to make informed decisions that positively impact the team and the organization. You excel in communication and stakeholder management, ensuring that all parties are aligned and informed. Your resource planning and optimization skills enable you to effectively allocate team resources to meet business needs. You are adept at performance management and team development, fostering a culture of growth and accountability. Conflict resolution and escalation management are second nature to you, allowing you to navigate challenges with ease. You have experience in vendor and partner management, ensuring that external relationships contribute positively to the team's objectives.

What you'll do

As the Team Lead for Technical Support at Pennylane, you will oversee a team dedicated to providing exceptional support to our users. You will be responsible for setting the strategic direction for the team, ensuring that all support operations align with the company's vision. You will lead by example, demonstrating best practices in customer support and fostering a culture of trust and autonomy within your team. You will work closely with other departments to ensure that customer feedback is integrated into product development and service improvements. Your role will involve performance management, where you will set clear goals and expectations for your team members, providing regular feedback and coaching to help them succeed. You will also be responsible for managing relationships with external vendors and partners, ensuring that they meet our standards for quality and service. Your leadership will be crucial in driving the team's success and enhancing the overall customer experience at Pennylane.

What we offer

At Pennylane, we offer a dynamic work environment that values trust, proactivity, and autonomy. You will have the opportunity to make a significant impact on the daily lives of millions of entrepreneurs in France and beyond. We are committed to your professional growth and development, providing resources and support to help you succeed in your role. Our culture is inclusive and diverse, with team members from over 25 nationalities. We believe in the importance of work-life balance and offer flexible working arrangements to accommodate your needs. Join us in our mission to become the most beloved financial Operating System for SMEs and Accounting Firms in Europe.