Associate Team Lead - Customer Support (T2)
Core
Manage a team of 6-12 Level 2 support agents serving business leaders and accounting firms, handling complex requests requiring deep product and domain expertise.
Role type
Associate Team Lead (proximity management)
Builds
Operational support for Pennylane's financial management platform
Domain
Financial technology / Accounting
Required skills
Team management, performance metrics analysis, process improvement, stakeholder collaboration, feedback delivery, operational coordination
Preferred skills
Accounting knowledge, SaaS environment experience, remote team management, English B1, AI tool usage
Technologies
Intercom, Zendesk, Notion
Responsibilities
Lead daily team stand-ups and monitor workload, coach agents on tickets and complex situations, analyze conversations for feedback, track team KPIs (response time, resolution time, CSAT, volume), escalate user issues to Product/Tech/Ops, optimize support processes and documentation, handle urgent internal requests
Seniority
Mid-level, hands-on IC with management responsibilities