• Provide empathetic, timely support across email, help center, video, and calls resolving issues with care and professionalism • Report bugs, and partner with Product and Engineering to drive resolutions, Troubleshoot issues • Share customer insights and recurring feedback with the team to continuously improve the user experience • Identify patterns in support requests and proactively suggest process or product improvements • Help with the onboarding experience for new users and advisor clients • Proactively check in with key accounts to understand how they're using the platform and where they may be stuck • Drive product adoption by educating users on features and workflows relevant to their specific use case • Gather and document customer feedback, use cases, and success stories to inform product direction • Manage subscriptions, upgrades, renewals, and account transfers in collaboration with Sales • Prepare and send invoices, follow up on payments, and handle contracts for enterprise accounts • Schedule and lead product demos and training sessions for clients

• You join the Pennylane Academy and receive ongoing training on the product and the team's operations. • You learn everything you need to know about our company, our vision, and our different departments. • You learn to identify stakeholders and to collaborate effectively within your team and with other departments. • You begin handling accounting-related requests: you receive inquiries, qualify them based on a solid understanding of accounting principles, and provide fast, impactful responses. • You gain autonomy and take full ownership of cases, ensuring proper follow-up of requests through to ticket resolution to guarantee user satisfaction. • You start managing increasingly complex client requests. • You contribute to creating and updating help materials available to clients to increase their autonomy. • You share your accounting knowledge and field experience with colleagues. • You represent the customer’s voice and usage, and provide constructive feedback to the product teams. • You become a product expert and improve your team’s efficiency by identifying areas for improvement. • You take ownership and lead projects that matter to you and help you grow.

• You join the Pennylane Academy and receive product and team training. • You learn everything you need to know about our company, our vision, and our different departments. • You learn to identify stakeholders and to collaborate effectively within your team and with other departments. • You begin responding to accounting-related requests: you receive queries, qualify them based on a strong understanding of accounting principles, and provide quick, impactful answers. • You gain autonomy and take full ownership of requests, ensuring proper follow-up until tickets are fully resolved to guarantee user satisfaction. • You begin handling increasingly complex client requests. • You contribute to creating and updating help materials available to clients to improve their autonomy. • You share your accounting knowledge and field experience with colleagues. • You advocate for the customer and their usage, and provide constructive feedback to product teams. • You become a product expert and increase your team’s efficiency by identifying areas for improvement. • You take ownership and lead projects you care about to success, helping you grow professionally.

• Tu intègres la Pennylane Academy et tu te formes sur le produit et les rouages de l'équipe. • Tu apprends tout ce qu'il faut savoir sur notre entreprise, notre vision, et nos différents départements. • Tu apprends à identifier toutes les parties prenantes et à collaborer efficacement au sein de ton équipe, ainsi qu'avec les différents départements. • Tu commences à répondre à des demandes liées à la comptabilité : tu réceptionnes les demandes, les qualifies en t’appuyant sur une compréhension approfondie des principes comptables et apportes des réponses rapides et impactantes. • Tu gagnes en autonomie et prends intégralement les commandes en assurant un bon suivi des demandes jusqu’à la résolution complète des tickets pour garantir la satisfaction des utilisateurs. • Tu commences à gérer des demandes clients de plus en plus complexe. • Tu contribues à la création et à l’actualisation des supports d’aide à disposition du client afin de développer leur autonomie. • Tu partages à tes collègues tes connaissances comptables et ton expérience "terrain". • Tu portes la voix comme l’usage du client et tu partages aux équipes produit des retours construits. • Tu deviens un expert produit et fais gagner en efficacité ton équipe en identifiant les axes d'amélioration. • Tu prends le contrôle et mène au succès des projets qui te tiennent à cœur et qui te font progresser. • Dans le futur, tu auras des possibilités d'évoluer vers la résolution de questions plus pointues dans l'équipe Support mais aussi vers d'autres équipes telles que les gestionnaires de comptes ou les responsables de la mise en œuvre pour nos clients.