Responsable Support Technique Clients

Overview

Are you looking to have an impact on the daily life of millions of entrepreneurs in France (and tomorrow in Europe)? Are you looking for a work environment that values trust, proactivity, and autonomy? Are our Engineering principles aligned with your vision? Then Pennylane is the right place for you!

Our vision We aim to become the most beloved financial Operating System of French SMEs and Accounting Firms (and soon, European ones). We help entrepreneurs rid themselves of time-consuming tasks related to accounting and finance while providing them with access to key financial information to assist in making the best decisions for their business.

About Us Pennylane is one of the fastest growing Fintechs in France (and soon to be in Europe!). In 5 years of existence, we’ve managed to:

• Make ourselves known as a groundbreaking accounting and financial software for small businesses and their accountants
• Raise a total of €400 millions, including from Sequoia, the famous fund from the Silicon Valley who invested early in companies like Google, Facebook, Airbnb, Stripe, Paypal and much more
• Grow from 7 cofounders to 1000 happy Pennylaners; we’re now recognized as one of the greatest places to work in France (and remotely), with a 4.6/5 rating on Glassdoor
• Build an international environment with more than 25 nationalities, with a strong remote-friendly culture, where 30% of the employees are already working from all parts of Europe
• Earn the trust of thousands of customers and accounting firms and obtain outstanding ratings
• Already more than 900,000 SMEs and over 6000 accounting firms use Pennylane in France

Position Overview The Team Lead Client Technical Support is a strategic leadership role responsible for defining the team's vision, mission, and strategy while ensuring alignment with partners, departmental and company objectives. This position focuses on strategic oversight, resource planning, and performance optimization rather than day-to-day operational management.

Team Structure Internal team: 25 people managed through 2 managersOutsourced team: 40 people managed through 1 outsourcing partner

Key Responsibilities

• Strategic Leadership & Vision Define and communicate the team's vision, mission, and strategic direction
• Ensure alignment with departmental and Pennylane's overall objectives
• Set priorities and mobilize resources based on team, departmental, and company goals
• Make strategic decisions with broad impact (departmental scale) based on KPIs and risk/opportunity analysis
• Define quarterly team objectives in alignment with overall Support team goals set by the Head of Support

• Team Management Supervise individual contributors (ICs) and/or Assistant Team Leads (ATLs)
• Lead through strategic guidance, planning, and resource allocation
• Manage and coordinate an outsourced team through a third-party partner
• Develop a macro-level view of team talent across both internal and external resources
• Define collective and individual skill development paths aligned with strategic objectives
• Build team cohesion around common goals while fostering a motivating environment and upholding company values

• Resource & Performance Management Organize resource management (forecasting, hiring plans) for both internal and external teams
• Evaluate and optimize collective performance over the medium and long term across all resources
• Monitor team objective achievement and adjust action plans accordingly
• Organize resources and implement effective processes to optimize overall performance
• Maintain critical oversight of team processes and working methods

Ensure effective coordination between internal teams and outsourcing partners

Communication & Collaboration

• Ensure high-level internal and external communication regarding vision, key milestones, and risks/opportunities
• Communicate information clearly and appropriately, sharing the right level of detail with the right people at the right time while respecting confidentiality requirements
• Ensure effective cross-team and cross-departmental collaboration
• Manage the relationship with the outsourcing partner to ensure alignment and performance
• Provide management visibility on analyses and implemented solutions

Risk Management & Quality Assurance

• Continuously assess risks and opportunities and take initiatives to address them
• Handle complex escalations and sensitive interpersonal conflicts
• Guarantee customer experience standards and take necessary measures to maintain/improve overall quality
• Ensure consistent quality standards across both internal and external teams

Required Qualifications

• Minimum 5 years of management experience, including at least 3 years as a manager of managers
• Experience managing outsourced teams and vendor relationships
• Fluent in English - mandatory
• Significant experience in customer relations and large portfolio management
• Necessary technical competencies in Support Operations
• Proven ability to coordinate large-scale operations (65+ team members across internal and external resources)

• Leadership Competencies Strategic thinking and vision-setting
• Strong decision-making abilities
• Excellent communication and stakeholder management
• Resource planning and optimization
• Performance management and team development
• Conflict resolution and escalation management
• Vendor and partner management

What we do to make your work life easier

• 25 vacation days paid by Pennylane
• Competitive compensation package
• Company shares to enjoy a piece of the success story
• Budget to turn your home into a more comfortable workspace and monthly coworking allowance
• Access to Gymlib with 8000 fitness spaces in Europe and 300+ wellness activities
• Busuu access to improve English or French
• Latest Apple equipment
• Remote work possibilities within Europe with limited CET time difference
• Regular company events for cohesion (Tech Days every 3 months, annual seminar)

If you are based in France, you will have a French contract following French regulation plus perks: 6 to 12 RTT, 5 weeks PTO, lunch credits (Swile), Alan Blue healthcare, and events in cities where Pennylaners are present. We are working on providing these advantages to our people outside France as well, but it can be more complex depending on country.

We're working on providing those last advantages to our people based outside of France as well, but it can be quite more complex depending on different countries.

Who are we looking for?

To thrive at Pennylane, you need:

• To speak English (level is assessed and appreciated according to the department you’re applying to)
• To be energized by an ever-shifting work environment
• To be highly collaborative (within your team or other stakeholders)
• Sufficiently experienced to prioritize business-led actions on your day to day activity

We know that some people are less likely to apply than others if they don’t feel they meet the full list of criteria. If you’re hesitating, apply — it might be the start of a meaningful and long-lasting collaboration.

Important information for candidates

Recruitment scam attempts are on the rise. We invite you to remain vigilant during your exchanges.

Applications through official channels only : apply exclusively through our job postings published on our official platforms (career site, official partner pages).

Always verify the sender's email address : our communications are sent from professional email addresses with the domains @pennylane.com or @pennylane-partners.com

We will never ask you for payment or financial information : (bank details, payment for an interview, equipment purchases, etc.) as part of the recruitment process. If such a request is made to you, it is fraudulent. We invite you to not respond and to report it to us immediately .

We also want to emphasize that we fully embrace diversity, equity and inclusion and that we’re doing our best to create a safe and inclusive environment. We are committed to providing an equal employment opportunity regardless of gender, sexual orientation, origin, disabilities, or any other traits that make you who you are. If anything, diversity makes us a more fun place to work at.