Team Lead - Clients Technical Support Engineer

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 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 also 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 small and medium-sized enterprises (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 managers Outsourced 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 > Experience - 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 do we do to make your work life easier 🌴 Wherever you are based, you will get 25 vacations days paid by Pennylane 💵 You’ll have a competitive compensation package 📈 You'll get company shares to enjoy a piece of the success story you're building with us 🏡 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 ⛹️ Through our partner Gymlib, you’ll have access to 8000 fitness spaces in Europe and more than 300 activities related to wellness 🇬🇧 You’ll have access to Busuu to perfect your English or your French 💻 You’ll get the latest Apple equipment 🏢 Depending on the teams and the requirements of the position - you'll be able to work remotely from your country of residence, as long as it is in Europe and within a maximum time difference of two hours from the CET time zone 🎉 We are committed to regularly coming together for company events such as Tech Days (which bring remote Pennylaners together every 3 months) or our annual company seminar, fostering significant moments of cohesion for everyone. If you are based in France, you will have a French contract following French regulation on top of the additional perks : 6 to 12 RTT, 5 weeks PTOs, lunch credits (Swile), Alan Blue healthcare cover and regular events in cities where Pennylaners are mostly presents (Lyon, Bordeaux, Nantes…) 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 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. 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.