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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and management capabilities in a financial services support environment, with a focus on team performance, customer satisfaction, and process improvement. Proficient in using ticketing and documentation tools to enhance operational efficiency and support agent development.
Highest-signal resume keywords
Team ManagementPerformance MonitoringAnalytical SkillsCommunication SkillsBanking Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Team ManagementPerformance MonitoringAnalytical SkillsProblem-SolvingCustomer Satisfaction MetricsProcess ImprovementTicketing ToolsDocumentation ToolsBanking KnowledgeSaaS/Start-Up Experience
Soft Skills
CommunicationCollaborationAssertivenessDiplomacyService Orientation
Tools & Technologies
IntercomNotion
Industry Keywords
Financial ServicesSupport EnvironmentRemote ManagementUser ExperienceAI Experience
Tech Stack
Tools & technologiesTypeScriptGo
About the role
Key responsibilities & impact- Manage a team of 6–12 agents under the supervision of the Senior Team Lead, Financial Services Support
- Lead team meetings and monitor the daily workload
- Support agents with their tickets, priorities, and complex situations
- Conduct conversation reviews or analyses and provide constructive feedback
- Monitor performance and quality metrics, including response time, resolution time, customer satisfaction, and ticket volume
- Participate in operational review meetings, prioritize requests, identify alerts, and coordinate Support teams
- Escalate pain points related to banking products, processes, or partner turnaround times
- Contribute to improving processes, documentation, and internal tools
- Prepare and adjust schedules, anticipate absences, and organize queue and on-call coverage
- Step in as needed to handle urgent or complex requests relating to Pro Accounts, cards, transfers, collections, and capital deposits
- Collaborate with frontline managers, Technical Support, Product, Tech, Operations, BPO providers, and banking partners, particularly Swan
- Suggest and help implement Support improvements
Requirements
What you’ll need- Minimum two- or three-year post-secondary degree in banking, management, or an equivalent field
- At least 1 year of experience in management or team support, ideally in a Support environment
- Strong analytical, decision-making, and problem-solving skills
- Excellent communication and collaboration skills, with assertiveness and diplomacy
- An interest in feedback, coaching, and one-to-one support
- Comfortable using ticketing and documentation tools, particularly Intercom and Notion
- Professional English proficiency, minimum B2 level, both written and spoken
- Ability to adapt to a fast-changing environment
- Strong service orientation and focus on the user experience
- Authorized to work in France; Pennylane does not currently sponsor visas
- Banking knowledge, Support, SaaS/start-up, remote management, collaboration with Product/Tech/Operations/external partners, and experience using AI are advantageous but not required
Benefits
Comp & perks- One of the best health insurance plans on the market (Alan Blue and Alan Mind)
- Meal vouchers (Swile card)
- 6–12 additional RTT days in addition to 5 weeks of paid vacation
- The opportunity to improve your English with Busuu
- A dedicated monthly budget to support working from home or in a coworking space
- A BSPCE equity package
- Access to 8,000 gyms across France and more than 300 wellness activities through Gymlib
- A Mac
- Company events, including Tech Days every three months and an annual retreat
- An inclusive, supportive work environment that encourages personal and professional growth