Team Lead - Client Technical Support
Pennylane is looking for a Team Lead for Client Technical Support—a strategic leadership role responsible for defining the team's vision, mission and strategy while ensuring alignment with partner, departmental and company objectives. The position focuses on strategic oversight, resource planning and performance optimization rather than day-to-day operations, leading an internal team of 25 (through 2 managers) and a 40-person outsourced team (through 1 outsourcing partner).
Responsibilities
- ▹Define and communicate the team's vision, mission and strategic direction, aligned with Pennylane's overall objectives
- ▹Set priorities and mobilize resources based on team, departmental and company goals, making strategic decisions based on KPIs and risk/opportunity analysis
- ▹Define quarterly team objectives in alignment with the Support goals set by the Head of Support
- ▹Supervise individual contributors and/or Assistant Team Leads through strategic guidance, planning and resource allocation
- ▹Manage and coordinate an outsourced team through a third-party partner
- ▹Define collective and individual skill development paths aligned with strategic objectives
- ▹Build team cohesion and a motivating environment upholding company values
- ▹Organize resource management (forecasting, hiring plans) for internal and external teams and optimize collective performance over the medium and long term
- ▹Monitor objective achievement and adjust action plans accordingly
- ▹Ensure high-level internal and external communication on vision, milestones and risks/opportunities
- ▹Ensure cross-team and cross-departmental collaboration and manage the outsourcing partner relationship
- ▹Continuously assess risks and opportunities, handle complex escalations and sensitive interpersonal conflicts
- ▹Guarantee customer experience standards and consistent quality across internal and external teams
Requirements
- ▹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)
Soft skills
What we offer
- ▹25 vacation days wherever you are based
- ▹Competitive compensation package
- ▹Company shares
- ▹Budget for a comfortable home workspace plus a monthly coworking allowance
- ▹Access via Gymlib to 8,000 fitness spaces in Europe and over 300 wellness activities
- ▹Busuu access to perfect your English or French
- ▹The latest Apple equipment
- ▹Remote work from your European country of residence (max 2h from CET)
- ▹Company events: Tech Days every 3 months and an annual seminar
- ▹For France-based staff: 6 to 12 RTT days, 5 weeks PTO, Swile lunch credits and Alan Blue healthcare cover
About the company
Pennylane is one of France's fastest-growing FinTechs, offering groundbreaking accounting and financial software. In 5 years it has raised 400 million euros (including from Sequoia), grown from 7 cofounders to 1,000 employees across more than 25 nationalities, and is used by more than 900,000 SMEs and over 6,000 accounting firms in France.