Team Lead - Technical Support

Pennylane; À distance; EUR 70 000 - 90 000; Plein temps

Résumé du poste

A leading Fintech company in Paris is seeking a Team Lead Technical Support to drive strategic leadership and manage a team focused on customer relations. The ideal candidate will have over 5 years of management experience, including the management of outsourced teams, and a strong ability to optimize performance while achieving departmental goals. This role offers a competitive compensation package and the possibility of remote work within Europe, adhering to company values.

Prestations

25 paid vacation days

Competitive compensation package

Company shares

Budget for home workspace improvement

Access to fitness spaces

Language learning resources

Regular company events

Qualifications

• Minimum 5 years of management experience, including 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.
• Proven ability to coordinate large-scale operations with 65+ team members.

Responsabilités

• Define and communicate the team's vision, mission, and strategic direction.
• Supervise individual contributors and lead through strategic planning.
• Organize resource management for both internal and external teams.
• Ensure effective cross-team and cross-departmental collaboration.
• Evaluate and optimize collective performance over the medium and long term.

Connaissances

Strategic thinking

Strong decision-making

Excellent communication

Resource planning

Performance management

Conflict resolution

Vendor management

Description du poste

Overview

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?

Are our Engineering principles aligned with your vision?

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 €225 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 900 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 700,000 small and medium‑sized enterprises (SMEs) and over 5000 accounting firms use Pennylane in France!

Position Overview

The Team Lead 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.

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.

Pennylane est une des FinTech à la plus forte croissance en France, et souhaite bientôt adresser le marché européen.

En 5 ans d'existence, nous sommes parvenus à :

Nous positionner sur le marché comme un éditeur de solution de comptabilité et de gestion financière innovant

Lever un total de 225 millions d'euros, auprès d'investisseurs de renom, dont Sequoïa, le fonds phare de la Silicon Valley, connu pour avoir soutenu Google, Facebook, Airbnb, Stripe, Paypal et bien d'autres à leur début.

Passer de 7 cofondateurs à une équipe de 800 collaborateurs, avec une note moyenne de 4,6 / 5 sur Glassdoor et 94% des évaluateurs Glassdoor qui recommanderaient PL à leurs proches!

Construire une équipe internationale composée de collaborateurs issus de 25 pays différents, avec une culture du télétravail très flexible

Gagner la confiance de milliers d'utilisateurs et obtenir d'excellents retours

Déjà plus de 500,000 TPE / PME et plus de 5000 cabinets d’expertise-comptable utilisent Pennylane en France !

Notre équipe Tech se compose d'environ 230 personnes (Ingénieurs Backend, Fullstack et Frontend, Engineering Managers et Senior Engineering Managers)

Chaque ingénieur fait partie d’une squad dédiée à un périmètre spécifique du produit, sous la responsabilité d’un Engineering Manager et en étroite collaboration avec un Product Manager et un Product Designer.

Chaque squad réunit toutes les compétences nécessaires pour concevoir, développer et livrer des fonctionnalités de bout en bout, en totale autonomie.