Responsable Technical Support

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 !

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.

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!

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.

Internal team: 25 people managed through 2 managers

Outsourced team: 40 people managed through 1 outsourcing partner

> 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

> 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