Technical Support Manager (L3) – Customer Success

Job title: Technical Support Manager (L3) – Customer Success

Company: Pennylane

Location: Paris

Job Description: 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?Then Pennylane is the right place for you !Our visionWe aim to become the most beloved financial Operating System of French SMEs (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.Simultaneously, we support accounting firms by enabling them to spend less time on redundant and repetitive tasks and more time on advising and supporting their clients. Already, over 100,000 small and medium-sized enterprises (SMEs) and more than 2,000 accounting firms use Pennylane in France! πŸš€About usPennylane is one of the fastest growing Fintechs in France (and soon to be in Europe!)In 4 years of existence, we’ve managed to :πŸ’» Make ourselves known as a groundbreaking accounting and financial software for small businesses and their accountantsπŸ’° Raise a total of €84 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…πŸ‘¨β€πŸ‘©β€πŸ‘§β€πŸ‘¦ Grow from 7 cofounders to 360+ happy Pennylaners : we’re now recognized as one of the greatest places to work in France (and also remotely), with a 4.5/5 rating on and an e-NPS of 94.🌍 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 obtainπŸš€ Already more than 100,000 small and medium-sized enterprises (SMEs) and over 2,000 accounting firms use Pennylane in France!Why this role is important to reach our mission ?Our users‘ satisfaction is important to us, so it’s essential that the quality of our support lives up to their expectations.As we have two types of user (accountants and business owners), we have two distinct departments: Partner Success and Customer Success. The Customer Success (CS) department, which caters for the needs of managers, is made up of 4 teams: Onboarding and Care (L1 – L2 – L3).The Partner Success (PS) department, which meets the needs of accountants, follows a similar logic.The aim of the Technical Support team is to bring together the most complex (and often urgent) requests that appear in both the CS and PS teams, and which require in-depth technical investigation and intervention by the product development teams.This team is therefore the main bridge between our users and the product teams, and customer satisfaction is strongly linked to the effectiveness of this communication channel.How you will contribute to the company growth as a Technical Support Manager ?➑️ Team and workload ManagementSupervising and mentoring a team of Technical Support Engineers, who support clients & tech partners requests, reproducing and troubleshooting issues, and dive into Pennylane’s integrationsAct as the owner for your team’s accountability and performance – partnering closely with upper management to facilitate reviews and plansDrive projects and initiatives to improve team productivity, process or proceduresTo master the contact rate and the entirety of the inbound flow. Identify the levers to filter and only receive requests where the team’s core skills are neededHire up to 10 new TS by the end of the year and deploy the team’s skills to other pre-sales and post-sales services teams➑️ Product & Technical ImprovementAct as a bridge between users and product development team. Gather feedbacks from support interactions, analyze them to identify recurring issues, pain points, and feature requestsInvestigate on root causes of common customer issues or complaints. Collaborate with developers and QA teams to diagnose and resolve underlying technical problemsCoordinate with product development teams to involve customers in beta testing, gather feedbacks and identify any issues or areas for improvement before full release➑️ Cross CollaborationTracking and analyzing support ticket trends to identify problem areas and recommend long-term solutionsPreparing regular reports on team performance and customer satisfaction metrics➑️ Data Analysis & ReportingTracking and analyzing support ticket trends to identify problem areas and recommend long-term solutions.Preparing regular reports on team performance and customer satisfaction metrics➑️ Training & Career DevelopmentEnsure successful training and onboarding of new hiresEnsure your team has continuously the technical skills required to provide a great customer experience➑️ Incident & Security ManagementManage critical incidents and emergency situations, coordinating resolution efforts, and proactively communicating with internal and external stakeholdersConduct regular risk assessments to identify potential security threats and vulnerabilities and establish appropriate protocols with team and customers➑️ DocumentationEnsure that support documentation, knowledge bases, and training materials are up to date. Identify areas where additional resources are needed to address recurring issuesWho are we looking for ?To thrive at Pennylane, you need :To speak English and French (level is assessed and appreciated according to the department you’re applying to)To be energized by an ever-shifting work environmentTo be highly collaborative (within your team or other stakeholders)Sufficiently experienced to prioritize business-led actions on your day to day activityMore specifically, You’re the right candidate if you have :A management experienceA solid technical backgroundAbility to navigate and communicate in a complex, fast-changing environment and coordinate both tech and business stakeholdersWhat do we do to make your work life easier ?πŸ’΅ You’ll have a competitive compensation package depending on your level of experience + EquityπŸ₯ You’ll have a great healthcare cover (Alan Blue) to take care of yourself and your family🍜 You’ll have lunch credits (Swile card) to buy your favorite food every day🏒 You’ll be able to work from our wonderful office in the center of Paris, or from any🏑 If you have a fully remote contract, you’ll have a budget to turn your home into a more comfortable workspace, as well as a monthly allowance to work from a coworking space whenever you feel like it🏝You’ll get 10 additional days off (to the 25 standard ones) to rest and do what you love each yearThrough our partner Gymlib, you’ll have access to 8000 fitness spaces and more than 300 activities related to wellnessπŸ‡¬πŸ‡§ You’ll have access to to perfect your english or learn a new langage of your choiceπŸ’» You’ll get the latest Apple equipmentπŸŽ‰ You’ll be part of a vibrant social community : we do lots of sports together (Foot, running, climbing…), we love to hang out and have a drink together (thursday afterwork drinks on our rooftop is a usual thing. Twice-a-year we do company seminars, last time we went on a trip to the French Alps and it was fabulous !)What does the recruitment process look like ?You will first have a general chat with Audrey, Senior Tech Recruiter – 30 minYou will have an interview with Johan (Head of Customer Care) and Francois (Customer Care Director), with a Technical test – 1h30We make sure we move fast ; you can expect the recruitment process with us to last between 15 and 25 days in total.We know that some people are less likely to apply than others, if they don’t feel like they meet the full list of criteria.If you’re hesitating, we encourage you to apply : who knows, it might be the start of a meaningful and long-lasting collaboration.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.


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