Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Senior Support Team Lead at Pennylane managing financial services support operations with a hybrid team. Transforming financial support into a strategic asset while fostering team development.
Responsibilities
- Define and communicate the team’s vision and long-term strategy
- Oversee resource planning, including precise forecasting and hiring plans
- Make high-impact strategic decisions based on KPI analysis
- Manage and mentor Associate Team Leads and Individual Contributors
- Act as the primary point of contact for externalized teams
- Identify, lead, and follow through on innovation projects
- Design and enforce certification programs for agents and managers
- Ensure seamless collaboration between Support, Sales, Product, and Compliance departments
- Handle sensitive interpersonal conflicts and high-level client escalations
Requirements
- Minimum 10 years of experience in Support/Ops within a Financial Services / Banking / PSP / Fintech environment, with strong quality and compliance constraints
- Strong experience in performance management and data-driven management
- Solid experience in compliance & risk topics applied to support operations (KYC/KYB, AML/CFT, GDPR, PSD2)
- Ability to structure and industrialize operations
- Experience managing hybrid teams (in-house + outsourced)
- Proven experience in projects / transformation initiatives with measurable impact on scalability and costs
- Strategic leadership
- High standards, rigor, and a strong risk mindset
- Clear communication and influence.
Benefits
- One of the best health insurance plans on the market (Alan Blue and Alan Mind)
- Meal vouchers (Swile card)
- Between 6 and 12 additional RTT days on top of 5 weeks of paid leave
- Opportunity to improve your English through Busuu
- A dedicated monthly budget for all our Pennylaners to support working from home or from a coworking space
- Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris
- An allocation of BSPCE (stock options)
- Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib
- A Mac
- We play many sports together and make a point of getting together regularly for company events such as Tech Days (which bring remote Pennylaners together every 3 months) or our annual company retreat, which fosters strong team cohesion for everyone.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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