Customer Service Team Lead providing first line support for Customer Service teams in Gent, Belgium. Leading and motivating the team to deliver customer service excellence.
About the role
- Support Specialist for financial software assisting users with accounting issues. Involves direct contact with clients to solve software-related inquiries and provide guidance.
Responsibilities
- As a Support Specialist — Financial Control & Accounting, you will act as both a business and platform expert.
- You will be the primary point of contact for our client base that has chosen Pennylane as their central accounting and financial management software.
- You will be in daily contact with users and work to understand the issues they encounter.
- After investigation, your goal is to provide an answer or solution to the user, or, when necessary, escalate the issue to the technical teams.
- You will also be responsible for helping company accountants and accounting firms import their data into Pennylane to facilitate their migration.
Requirements
- Speaking English (level will be assessed and valued depending on the department you apply to)
- Comfortable working in a constantly changing environment
- Make collaboration a priority within your team and with other stakeholders
- Ability to take a step back to prioritize actions with the highest business impact in daily activities
- Accounting qualification (BTS CGO, DCG, BTS Assistant de Gestion PME-PMI, Master CCA, or Bachelor in Administration and Accounting)
- At least 5 years' experience as an accountant in the finance department of an SME and/or at least 3 years in an accounting firm (ideally having completed at least three fiscal periods)
- Direct experience working with company leadership is a plus (e.g., internal advisory)
- Interest in innovative work tools and new technologies
- Autonomy, ability to solve problems independently and find solutions
- Knowledge of the Pennylane platform is a plus
- Professional working proficiency in English
- Strong written communication skills and a pedagogical approach to interact with users clearly and professionally
- Ability to understand and address client needs, deliver excellent service, and maintain strong client relationships
- Ability to work independently and as part of a team
- Flexibility to adapt to rapid product/tool changes
- Willingness to learn and stay up to date on product developments
Benefits
- A top-tier health insurance plan (Alan Blue and Alan Mind)
- Meal vouchers (Swile card)
- Between 6 and 12 additional RTT days on top of 5 weeks of paid vacation
- Opportunity to improve your English via Busuu
- Monthly allowance for all Pennylane employees to support working from home or in coworking spaces
- Easy access to our offices, located a few minutes from Saint-Lazare in the heart of Paris
- Equity package (BSPCE)
- Access to 8,000 gyms across France and over 300 wellness activities via our partner Gymlib
- A Mac (company laptop)
- We practice many sports together and regularly gather for company events such as Tech Days (which bring remote Pennylaners together every three months) and our annual company retreat, fostering strong team cohesion.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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